Senior Complaints Officer (Fintech) - Valencia, Spain

HireOn Recruitment www.hireon.uk is working with a leading Outsourcing/BPO company that is looking to recruit an English speaking Senior Complaints Officer for their Valencia office.Position: Senior Complaints OfficerLocation: Valencia, SpainEmployment type: Full-timeRemuneration: 1750 euro gross/month + relocationDUTIES AND RESPONSIBILITIES:Address customer complaints directly and ensure timely delivery of final responses in compliance with regulatory requirementsCollaborate with various teams, including AML and anti-fraud, to resolve customer issues and conduct thorough investigations into complaintsUphold fairness in customer interactions by objectively reviewing each complaintOffer constructive feedback to operational and product teams in cases where complaints were mishandledUtilize internal tools to document complaints and monitor their progressStay vigilant of complaint resolution deadlines and provide customers with prompt and informative updatesEfficiently manage time to handle all assigned complaint cases throughout the weekAdhere to internal Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) at both individual and team levelsFoster a positive team culture through a proactive and collaborative mindset.REQUIREMENTS:Minimum of two years' experience handling complaintsExcellent verbal and written communication skills in English (C1 and higher)Adaptable communication style to suit each case's needsStrong multitasking ability and readiness to take charge in challenging situationsExceptional attention to detail and decision-making autonomyFamiliarity with international and cross-functional work environmentsPunctual, organized, and efficient time management skillsIndependent problem-solving capabilityReliable, adaptable, and dedicated team playerProficient in Google Workspace, Microsoft Office suite, and ConfluenceCustomer-focused mindset, prioritizing customer satisfaction above all else.BENEFITS:Excellent remuneration package based on experience, skills and performanceBe part of a dynamic and creative team with positive and friendly atmosphereBreakfast and lunch offered onsiteGuidance and tools to reach your full potentialWorking schedule: Monday to Friday (with some flexibility in shifts after training)And many others!Job Type: Full-timePay: 1,750.00€ per month#J-18808-Ljbffr