spanish speaking aftersales coordinator per annum bonus benefits south west of london surrey you will need to be fully fluent in english and spanish ideally also fluent in italian an additional european language such as italian would be an advantage but not essential minimum a level standard or equivalent a degree level or equivalent would be desirable experience in dealing with customers on the phone and in email in an administrativeofficebased role excellent communication and organizational skills ability to prioritise own workload ability to coordinate and resolve a variety of customer concerns good at working with numbers computer literate with working knowledge of ms word and excel active team player with a positive work attitude strong focus on customer service what you ll do to effectively monitor service levels and customer satisfaction and contribute actively towards a smooth customer experience clearly communicate with customers via email and phone where applicable deal with complaints from customers and make good business decisions in order to resolve them to manage the eu email database ensuring that a 4 hour response is achieved to receive incoming customer service overflow and helpline calls from all emea customers responding to their requirements in an efficient and timely manner to ensure a smooth customer experience to deal with replacement requests from direct distributors resellers and end users from the emea region collecting all the necessary information escalating to technical support when applicable creating a return merchandise authorization number and passing it to the customer along with all related instructions to deal with credit defective stock rotation and refund requests by checking purchase histories and calculating prices to seek approval from managers and other departments when applicable to deal with all advance replacements as a priority matter escalating to technical support and applying policies according to customer s profiles actively following up on advance replacements ensuring customers are happy with the replacement product and service received also to chase products which have not been returned escalate to finance when invoices need to be issued and chase up outstanding payments to learn about discontinued products and apply the right procedures and replacement products when processing requests to deal with special product requests from technical support and cooperate with warehouse uk and worldwide planning to arrange the correct memory specifications to provide regular and timely updates to customers about their pending cases while checking the status of the delivery back orders and credit notes to follow up on returns which show discrepancies with the original request and aim towards a satisfactory resolution of the case while working closely with the team to learn about products specified in the company warranty statement and apply departmental procedures when dealing with them to work closely with the company s direct accounts to facilitate their requests to maintain effective relationships while applying their contractual rights and company policies to create and maintain clear and detailed work records in the company crm database and other work tools to look after their local service