Customer Service Agent - High Fluency in English (Madrid)

About the Role

As a Customer Service Agent, you will be the first point of contact for customers, ensuring their questions are answered and issues resolved efficiently. In this role, you will experience the dynamics of the mobility industry first‑hand. You will learn the operations, technology management, and on‑demand mobility processes of Via, enabling you to provide on‑demand support to customers in the USA and contribute to Via’s and the team’s goals.

Key Responsibilities

• Offer first‑line support via phone, email and digital channels as needed.
• Aim for first contact resolution to handle customer queries quickly and effectively.
• Keep customer records updated with reasons for contact, solutions provided and any other relevant information.
• Follow policies and regulations for the USA market and embody the values of both Via and Netzon.
• Offer feedback and insights on areas where you detect possible improvements.