Senior Complaints Officer

David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit an Englishspeaking Senior Complaints Officerfor their Valencia office.

Position: Senior Complaints Officer
Location: Valencia, Spain
Employment type: Full-time
Remuneration: Base salary.
DUTIES AND RESPONSIBILITIES: Address customer complaints directly and ensure timely delivery of final responses in compliance with regulatory requirements Collaborate with various teams, including AML and anti-fraud, to resolve customer issues and conduct thorough investigations into complaints Uphold fairness in customer interactions by objectively reviewing each complaint Offer constructive feedback to operational and product teams in cases where complaints were mishandled Utilize internal tools to document complaints and monitor their progress Stay vigilant of complaint resolution deadlines and provide customers with prompt and informative updates Efficiently manage time to handle all assigned complaint cases throughout the week Adhere to internal Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) at both individual and team levels Foster a positive team culture through a proactive and collaborative mindset. REQUIREMENTS: Minimum of two years' experience handling complaints
Excellent verbal and written communication skills in English (C1 and higher) Adaptable communication style to suit each case's needs Strong multitasking ability and readiness to take charge in challenging situations Exceptional attention to detail and decision-making autonomy Familiarity with international and cross-functional work environments Punctual, organized, and efficient time management skills Independent problem-solving capability Reliable, adaptable, and dedicated team player Proficient in Google Workspace, Microsoft Office suite, and Confluence Customer-focused mindset, prioritizing customer satisfaction above all else. BENEFITS: Excellent remuneration package based on experience, skills and performance Be part of a dynamic and creative team with positive and friendly atmosphere Breakfast and lunch offered onsite Guidance and tools to reach your full potential Working schedule: Monday to Friday (with some flexibility in shifts after training) And many others!
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