Customer Experience Executive Spanish English Speaking

Profile

Job Description
Customer Experience Executive (Spanish English Speaking)
Reports to:
 Customer Service Manager
Department:
 Customer Service
Purpose of the Role
The Customer Experience Executive will be responsible for addressing and resolving customer issues ensuring a customer-centric approach that helps drive customer retention and advocacy. As well as providing excellent customer services, the role ensures timely and accurate translation of website content and customer communications and the dispatching of customer ticket bookings.
Background
**MEMBERS ONLY**SIGN UP NOW***. is the global market leader in media and technology sitting at the intersection of the Motorsport and Automotive industries. We have grown our audience to more than 61 million monthly active users and over 20 million social media followers. We have sold more than one million copies of our NASCAR series of video games and market tickets and hospitality experiences to more than 100 events per year.
**MEMBERS ONLY**SIGN UP NOW***.’s events division is a fast-growing specialist provider of motorsport tickets, experiences, travel, hospitality, and exclusive events, including Le Mans 24 Hours, Formula 1 and Moto GP races, WRC rallies, the Isle of Man TT and many more.
Principal Accountabilities:
Supporting customer enquiries and bookings in both Spanish and English
Researching and responding to email enquiries
Handling telephone enquiries and bookings
Supporting customers through online chat messaging
Responding to private messages on social media
Translating website content, customer communications, and other relevant texts from English to Spanish
Helping to fulfil and dispatch customer ticket bookings
Any other ad-hoc tasks as relevant to the company
Skills, Knowledge and Attributes Required:
A positive, enthusiastic, and motivated individual that always looks to deliver beyond expectations
A genuine desire and enjoyment in helping customers and championing our service and values
Native level in Spanish (Italian ideal but not required) and fluent in English
Excellent oral/telephone communication skills - able to communicate in a polite, patient, friendly, and professional manner
Excellent written/email communication skills - able to communicate and write content in a clear, well-written, friendly, and professional style.
A high level of accuracy with impeccable attention to detail
Well-organised and able to effectively manage multiple tasks
Able to undertake ad-hoc tasks and work independently
A willingness to learn company products, systems and procedures
How will Success in This Role Be Measured?
You will be measured against CSAT scores and customer feedback (always above 90%)
Your ability to go above and beyond for our customers (positive mentions throughout social media and Trustpilot – aiming for one a month)
Your teamwork skills to ensure the average response time is as low as possible – always below 5 days
STRICTLY NO AGENCIES – ANY AGENCY CV’S WILL AUTOMATICALLY BE TURNED DOWN

Company info

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