Operador/a telefónico

About the Position

Ezentis, a leading company in technological solutions for engineering, installation, and maintenance of communication networks and security systems, is looking for a Telephonic Operator with experience in customer retention for our Bilbao team.

The purpose of the position is to retain customers from canceling products and IT services (web hosting, email, Microsoft 365, Cloud and Dedicated Servers, Backup solutions, etc.).

The role will involve telephonic advice in receiving/making calls.

Hybrid modality: 4 days of remote work per week.

Location: Basurto - Bilbao.

Schedule: 9-18 h from Monday to Friday (1 hour for lunch)

Responsibilities

• Making calls to customers who have requested cancellation or non-renewal of the service to detect the reason (price, service features, incidents, etc.) and, based on this, use the available tools for their retention.
• Performing retention by analyzing the needs of our customers, proposing alternatives, thus achieving customer satisfaction and loyalty.
• Handling incoming calls with inquiries related to cancellation requests or ongoing processes.
• Managing queries and customer support via ticket.
• Managing service renewal contracts.
• Providing support and assistance to the commercial department of Telefónica-Acens in renewing contracts for their clients' infrastructure.

Requirements

• Experience as a customer service operator, indispensable experience in customer retention.
• Communication skills in conversation and writing.
• Experience in the IT sector and/or passion for new technologies.
• User-level knowledge of the Windows Operating System.
• Habitual use of email and email management with Outlook.
• User-level proficiency in Office 365 tools (Word, Excel).

We Offer

• Professional stability.
• Indefinite contract.
• Flexible hours and possibility of remote work 4 days a week.
• Monthly compensation: to be negotiated based on professional value and experience of the candidate.
• Opportunities for professional growth.
• Specialized training for the correct performance of the activity.
• Participation in different environments and interesting projects.
• Excellent work environment. You will be able to work, contribute ideas, and learn from a great team of professionals with extensive experience in the sector.

Apply for the Position

We inform you that the personal data contained in the curriculum you have provided us through the Grupo Ezentis website will be processed by Ezentis Tecnología, S.L.U, on its own behalf and on behalf of the rest of the companies of Grupo Ezentis in Spain (Grupo Ezentis, S.A., Ezentis Tecnología, S.L.U., Navento Technologies, S.L. and Calatel Andalucía, S.L.U.) for the purpose of managing the selection processes for the vacant positions that the company may generate, if applicable, to which you submit your application.

The basis that legitimizes the processing of your personal data is your consent when you submit your application and is necessary for the application of the corresponding pre-contractual measures. Once the personnel selection process has been completed, the resumes of the candidates not selected will be deleted from our systems.

You can exercise your rights of access, rectification, cancellation, opposition, portability, and limitation of the processing of your data by contacting the Legal Advisory Department of Grupo Ezentis, S.A., located at c/ Santa Leonor 65, Parque Empresarial Avalon, Building B, 4th floor, 28037, Madrid, or at [email protected], duly proving your identity. In any case, you have the right to lodge a complaint with the Spanish Data Protection Agency (AEPD).