New Balance - Customer Support - High English - Night Shift / Office Based at CPM International

📍 Job Overview

Job Title: Customer Support Agent - High English - Night Shift / Office Based
Company: CPM International
Location: Barcelona, Catalonia, Spain
Job Type: Temporary
Category: Customer Support
Date Posted: 2025-06-27
Experience Level: Entry Level (0-2 years)
Remote Status: On-site

🚀 Role Summary

Act as a brand ambassador for New Balance, providing exceptional customer service and support across multiple channels.
Collaborate effectively with consumers to address product information requests and resolve inquiries professionally.
Develop a deep understanding of New Balance products and services, and gain in-depth knowledge of the brand.
Work collaboratively with consumers, demonstrating empathy and understanding in handling sensitive calls.

📝 Enhancement Note: This role requires a strong customer-centric approach, with a focus on delivering personalized solutions and seamless customer service across various channels.

💻 Primary Responsibilities

Customer Interaction: Handle customer inquiries and complaints via phone, email, chat, and social media, ensuring high levels of customer satisfaction.
Product Information: Provide accurate and up-to-date information about New Balance products, features, and benefits.
Issue Resolution: Troubleshoot and resolve customer issues efficiently, escalating complex problems when necessary.
Brand Advocacy: Represent the New Balance brand positively in all customer interactions, embodying the company's values and culture.
Administrative Tasks: Manage customer support tickets, maintain records, and contribute to process improvement initiatives.

📝 Enhancement Note: This role involves working night shifts, requiring candidates to be comfortable with late-night hours and maintain productivity during these shifts.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant degree or certification in a related field is a plus.

Experience: Entry-level customer support experience is preferred, but not required. Candidates with a strong customer-centric mindset and excellent communication skills are encouraged to apply.

Required Skills:

Excellent Communication: Fluent in English with exceptional grammar and spelling. Proficiency in additional languages is a plus.
Customer-Centric Approach: A genuine passion for delivering outstanding customer service, with the ability to handle sensitive calls with empathy and understanding.
Strong Administrative & Analytical Skills: Proven ability to manage administrative tasks efficiently and accurately with a keen eye for detail.
Proactive Problem-Solving: A professional and proactive approach to identifying and resolving customer issues effectively.

Preferred Skills:

Previous experience in a customer support role, ideally within the retail or e-commerce sector.
Familiarity with customer support software and tools.
Knowledge of the New Balance brand and its products.

📊 Web Portfolio & Project Requirements (Not Applicable)

As this role does not involve web development or server administration, there are no specific portfolio or project requirements.

💵 Compensation & Benefits

Salary Range: €19,000 gross per year (This is the provided salary range, as no regional adjustments or industry standards were specified.)

Benefits:

2 accrued days per month of holidays.
Well-being support, including confidential counseling and resources.
New Balance vouchers for top performers.

Working Hours: 25 hours per week, working Monday to Friday between 10:00 PM and 3:00 AM.

📝 Enhancement Note: The provided salary range is based on the information given in the job listing. However, regional salary standards and cost of living may vary, and candidates should research local market rates for similar roles.

🎯 Team & Company Context

🏢 Company Culture

Industry: CPM International is a global leader in customer service, sales, and technical support solutions, operating within the business process outsourcing (BPO) industry.

Company Size: As a global organization with a presence in over 30 countries, CPM International offers a large and diverse work environment. This size allows for opportunities to work with a wide range of clients and industries.

Founded: The founding date and company history were not specified in the provided job listing.

Team Structure: The customer support team at CPM International is organized around specific client accounts, with each team dedicated to providing exceptional customer service for a particular brand or product. The team structure may include team leaders, quality assurance specialists, and support staff, depending on the size and complexity of the account.

Development Methodology: The customer support process at CPM International is likely to follow a structured, customer-centric approach, focusing on first contact resolution, customer satisfaction, and continuous improvement. The specific development methodologies and tools used may vary depending on the client and the project.

Company Website: CPM International

📝 Enhancement Note: The company culture and team structure information are based on industry standards and typical BPO organization structures. The specific details may vary depending on the client and the project.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level position within the customer support career path. It provides an excellent opportunity for individuals interested in building a career in customer service, sales, or related fields.

Reporting Structure: Customer Support Agents typically report to Team Leaders or Supervisors, who are responsible for overseeing day-to-day operations, providing guidance, and ensuring service level agreements (SLAs) are met.

Technical Impact: In this role, the technical impact is primarily focused on maintaining and enhancing customer satisfaction, contributing to process improvement initiatives, and ensuring accurate and up-to-date product information.

Growth Opportunities:

Promotion to Team Leader/Supervisor: Demonstrate exceptional performance, leadership skills, and a strong understanding of the client's products and services to advance to a team leadership role.
Specialization in a particular product or industry: Develop expertise in a specific client account or industry vertical to become a subject matter expert (SME) and take on more complex or specialized customer support tasks.
Career transition to related roles: Leverage the transferable skills gained in customer support to transition to roles such as sales, marketing, or project management within the organization or other industries.

📝 Enhancement Note: The career growth opportunities are based on typical BPO career progression patterns and may vary depending on the client, the project, and the individual's performance.

🌐 Work Environment

Office Type: CPM International operates a professional office environment, with dedicated workspace for customer support agents, team leaders, and support staff.

Office Location(s): The provided job listing specifies an office location in Barcelona (La Sagrera). Additional office locations may be available, depending on the client and the project.

Workspace Context:

Collaborative Workspace: The office environment is designed to foster collaboration and teamwork, with open-plan workspaces and shared resources.
Technical Infrastructure: Customer support agents have access to the necessary hardware, software, and tools required to perform their job functions effectively.
Cross-Functional Collaboration: Customer support agents may interact with various departments within the organization, such as quality assurance, training, and operations, to ensure high-quality customer service and continuous improvement.

Work Schedule: This role involves working night shifts, with a schedule of Monday to Friday between 10:00 PM and 3:00 AM. The work schedule may vary depending on the client and the project.

📝 Enhancement Note: The work environment and schedule information are based on typical BPO office environments and may vary depending on the client, the project, and the specific office location.

📄 Application & Technical Interview Process (Not Applicable)

As this role does not involve web development or server administration, there is no specific application or technical interview process related to these disciplines.

🛠 Technology Stack & Web Infrastructure (Not Applicable)

As this role does not involve web development or server administration, there is no specific technology stack or web infrastructure relevant to this job listing.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Prioritize customer needs and focus on delivering exceptional customer service and support.
Empathy and Understanding: Demonstrate genuine care and concern for customers, actively listening to their needs and providing personalized solutions.
Professionalism: Maintain a high level of professionalism in all customer interactions, ensuring accurate and timely resolution of customer inquiries and complaints.
Continuous Learning: Stay up-to-date with product information, industry trends, and best practices in customer support to continuously improve service quality.

Collaboration Style:

Cross-Functional Collaboration: Work closely with various departments within the organization to ensure high-quality customer service and continuous improvement.
Teamwork: Collaborate effectively with team members to resolve complex customer issues, share best practices, and maintain a positive work environment.
Knowledge Sharing: Contribute to a culture of knowledge sharing by documenting customer interactions, sharing insights, and participating in training and development activities.

📝 Enhancement Note: The team culture and values are based on typical customer support industry standards and may vary depending on the client, the project, and the specific office location.

⚡ Challenges & Growth Opportunities

Customer Support Challenges:

High Volume of Inquiries: Handle a high volume of customer inquiries and complaints efficiently, maintaining a high level of accuracy and professionalism.
Complex Customer Issues: Troubleshoot and resolve complex customer issues, requiring strong problem-solving skills and a proactive approach.
Working Night Shifts: Adapt to working night shifts, maintaining productivity and focus during late-night hours.

Learning & Development Opportunities:

Product Knowledge: Develop a deep understanding of New Balance products and services, staying up-to-date with new releases, features, and benefits.
Customer Service Skills: Enhance customer service skills, including active listening, communication, and problem-solving techniques.
Process Improvement: Contribute to process improvement initiatives, identifying opportunities for enhancement and driving continuous improvement in customer support services.

📝 Enhancement Note: The challenges and growth opportunities are based on typical customer support industry standards and may vary depending on the client, the project, and the specific office location.

💡 Interview Preparation (Not Applicable)

As this role does not involve web development or server administration, there is no specific interview preparation related to these disciplines.

📌 Application Steps

To apply for this customer support position:

Submit your application through the provided application link.
Tailor your resume to highlight relevant customer support experience, skills, and achievements.
Prepare for the interview by researching the New Balance brand, products, and customer support best practices.
Familiarize yourself with the work schedule and office location, ensuring you are comfortable with the night shift requirements.
Be prepared to discuss your customer-centric mindset, problem-solving skills, and commitment to delivering exceptional customer service.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles, emphasizing customer-centric mindset, communication skills, and problem-solving abilities.
Include customer support methodologies, best practices, and industry-specific terminology.
Address customer support team dynamics, cross-functional collaboration with various departments, and customer service metrics.
Focus on customer support career progression, skill development, and continuous learning opportunities.
Provide tactical advice for customer support interviews, focusing on communication, problem-solving, and customer-centric mindset.

Quality Standards:

Ensure no content overlap between sections, with each section containing unique information relevant to customer support roles.
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or work environment based on industry standards and available information.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

Include specific customer support methodologies, tools, and best practices relevant to the role.
Address customer support career progression paths and technical leadership opportunities within customer support teams.
Provide tactical advice for customer support interviews, focusing on communication, problem-solving, and customer-centric mindset.
Include customer support-specific interview preparation and case study guidance.
Emphasize customer support metrics, customer satisfaction, and continuous improvement strategies.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout the enhanced job description.
Use customer support industry terminology appropriately and accurately, ensuring the content is accessible and valuable to customer support professionals.
Include comprehensive benefits and growth opportunities relevant to customer support roles.
Provide actionable insights that give customer support candidates a competitive advantage in the application and interview process.
Focus on customer support team culture, cross-functional collaboration, and customer impact measurement.

Customer Support Focus & Portfolio Emphasis:

Emphasize customer-centric mindset, communication skills, and problem-solving abilities throughout the enhanced job description.
Include specific portfolio requirements tailored to the customer support discipline and role level, focusing on customer service case studies, customer feedback, and performance metrics.
Address customer support best practices, customer experience design, and customer journey mapping.
Focus on problem-solving methods, customer issue resolution, and customer satisfaction optimization.
Include communication skills development, stakeholder management, and customer support presentation strategies.

Avoid:

Generic business jargon not relevant to customer support roles or the customer service industry.
Placeholder text or incomplete sections within the enhanced job description.
Repetitive content across different sections, ensuring each section contains unique information relevant to customer support roles.
Non-customer support terminology unless relevant to the specific customer service role or industry context.
Marketing language unrelated to customer support, customer service, or customer experience.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals evaluating career opportunities and preparing for technical interviews in the customer service industry.

New Balance - Customer Support - High English - Night Shift / Office Based