[Hiring] Spanish Customer Service Representative @Foundever®

Role Description

As a Customer Service Representative with Foundever® and Kellanova, you’ll deliver empathetic, professional support to consumers via both calls and emails. You'll support English and Spanish speaking customers, helping them with product questions, quality concerns, and general enquiries for iconic brands including Kellogg's cereals, Pringles, and Cheez-It.

We are dedicated to delivering exceptional service to our consumers and fostering genuine connections. We thrive in a dynamic environment where your outstanding communication skills will shine as you engage with consumers across various channels. You'll have the chance to leverage cutting-edge AI-powered translation tools that seamlessly integrate into our central database system. This is more than just a job; it’s an opportunity to represent iconic brands and make a meaningful impact on consumer satisfaction!

Primary Responsibilities

• Respond with Empathy: Address all consumer inquiries within established timeframes, ensuring each interaction is personalised and empathetic.
• Product Expertise: Develop an in-depth understanding of Kellogg's, Pringles, and Cheez-It products and services to provide informed assistance.
• Effective Issue Escalation: Recognize when complex issues require escalation to the appropriate departments to ensure timely resolution.
• Professional Communication: Handle all correspondence professionally across various communication channels, maintaining a high standard of service.
• Accurate Documentation: Document all consumer interactions meticulously, adhering to established procedures to ensure consistency and quality.
• Administrative Record Maintenance: Maintain and update all necessary administrative records accurately to support operational efficiency.
• Tailored Solutions: Utilize comprehensive product knowledge to offer appropriate solutions that meet consumer needs.
• Quality Assurance: Meet and exceed quality monitoring standards to maintain the integrity of our service.
• Language Assistance: Facilitate communication in English and Spanish as needed, utilizing available translation tools and communication channels.
• Performance Goals: Achieve and surpass daily and weekly performance targets, contributing positively to the team’s success.
• Ad Hoc Tasks: Complete additional tasks as assigned, with full training provided to support your success in the role.

Qualifications

• Excellent interpersonal and communication skills (verbal & written) to a fluent standard of English and Spanish, with an ability to personalise communications.
• Demonstrated customer service experience or natural aptitude.
• Past sales experience in a retail environment is preferred.
• Ability to create genuine rapport and show empathy in consumer interactions.
• Strong organisational abilities.
• Proficiency with MS Word/Excel.
• Outstanding communication skills with ability to maintain composure in all situations.
• Self-motivated with ability to work independently under pressure to meet deadlines.
• Attention to detail is needed on every level and at every aspect of the consumer journey.
• Ability to follow a process on a live call.

Requirements

• Salary: £24,784.50 per annum, paid monthly.
• Contract Type: 6 months fixed term, full-time (37.5 hours per week).
• Location: Work from Home, UK-based only.
• Training: 2 weeks between Monday to Friday, 08:00 to 16:30 or 08:30 to 17:00 (fully paid).
• Start Date: ASAP.
• Work from Home Requirements:
  • Wired/Ethernet broadband connection with a minimum of 20Mbps download and 10Mbps upload speeds (4G/5G connections are not supported).
  • A secure, private area to work from, with a desk and chair, and no distractions or background noise.
  • No other people, such as dependants, can be in the same room during working hours.

Benefits

• Incentive programme.
• Employee recognition platform.
• Progression opportunities.
• Award-winning culture!

How to Apply

If customer obsession resonates with you, we’d love to hear from you! Please click the ‘Apply now’ button on this advert and we’ll be in touch.

If your application is shortlisted, you can look forward to experiencing the following journey with us:

• Intro Call: Meet with our in-house recruitment team.
• Online Assessment: Complete our quick and simple Spanish online assessment.
• Interview: Attend a competency-based interview and short written assessment via video call.
• Client Meet-and-Greet: Meet with our Client for a meet-and-greet via video call.

Foundever® is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making our business a truly inclusive place to work.