Malaga: Expert Front Office Advisor
Could you be our next Expert Front Office Agent at ICS Malaga?
At Intrum, you will grow by making a difference. You will do it in a highly international environment and in a supportive culture where effort counts.
Would you like to grow within the company and have the opportunity to support the TL in several different tasks related to the onboarding of new hires, knowledge sharing, queries handling and call audit? Have you achieved the expertise required for this, then why not apply?
As an Expert Front Office Advisor you will:
- Help the TL with the onboarding of the new hires in relation to queries about systems, processes and legal requirements needed to serve our customers.
- Be support on the day-to-day of front office agents who are operating via telephone/chat/email.
- Provide subject matter expertise in handling complex customer contacts as needed.
- Help the TL with the calls audit (listen to the calls, fill in the template) in order to ensure quality.
- Provide specific trainings when required.
- Identify knowledge gaps and provide training on the job.
- Identify performance related issues and let the TL know about them.
- Help the TL in the implementation of new internal work processes and procedures.
- Continue handling multiple channels inbound/outbound interactions to support our customers.
