Customer Support Agent (Basque)

David Kennedy Recruitment is working with a leading international fashion retailer that is seeking to onboard Customer Support Advisors to assist its customers with shopping-related enquiries

In this role, you support customers with product information, returns, refunds and general shopping enquiries, ensuring a positive customer experience. You provide clear and helpful information, resolve issues efficiently and escalate more complex cases when necessary

Position: Customer Service Advisor

Location: Barcelona, Spain

Model: 100% On-site

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Respond to customer enquiries about product availability, sizing and general shopping matters
• Assist customers with returns, exchanges, refunds and complaints
• Provide accurate information about store locations, promotions, retail policies and procedures
• Handle customer enquiries through the communication channels assigned to the campaign, which may include phone, email or digital channels
• Investigate customer issues and provide appropriate solutions
• Escalate unresolved or complex enquiries to the relevant teams
• Maintain high standards of customer service and contribute to a positive shopping experience

REQUIREMENTS:

• Fluent Basque + English B2
• Strong communication and customer-service skills
• Customer-oriented mindset with a professional and helpful approach
• Ability to understand customer concerns and resolve issues effectively
• Strong problem-solving skills and attention to detail
• Ability to remain calm and professional when handling complaints
• Comfortable working in a fast-paced customer-support environment

BENEFITS:

• Permanent employment contract in Spain, including applicable statutory benefits and entitlements
• Five weeks of paid initial training to help you start confidently with all the tools and knowledge you need
• 39-hour working week, Monday to Sunday, between 09:00 and 23:00, with rotating shifts
• Gross annual salary plus a gross annual bonus
• Modern offices in Barcelona with a terrace, comfortable facilities and team events
• Genuine opportunities for professional development and career growth within an international company