Customer Experience Agent (Complaint Management)

Why us?

Remote flexibility, we trust our team and we are goal oriented

Competitive salary in accordance with candidate experience, alongside our flexible retribution system (restaurant vouchers, transport, etc.) to get the most out of your salary

Wellness and benefits plan to take care of your physical and mental health, including gympass and access to mental health programs

Day off on your birthday, we celebrate it with you

Training budget, company events and team building activities.

A challenging and creative job in an innovative, constantly growing, fast-moving and owner-managed company with many opportunities for growth

An open corporate culture with plenty of room for new ideas and impulses

People. Work with talented, committed and supportive teammates

International work environment with more than 16 nationalities

No politics or bureaucracy. Only a great environment for you to achieve your best work

Your profile

3-5 years of customer service experience, handling complaints in similar sectors / environments.

Fluent in English; German and French are highly valued.

Patience, empathy, and a unique ability to manage stress.

Open to change, learn quickly and accordingly in an ever-changing environment.

The ability to work under pressure and adapt to adverse situations.

Skilled and eloquent in writing and oral communication skills.

Strong communication and interpersonal skills.

Problem-solving - you need to demonstrate a passion for dispute resolution

Technical aptitude and the ability to pick up new technology quickly.

Multitask by handling emails and calls at the same time.

Based in Madrid.

Your mission

Provide friendly and efficient service to the worldwide Spotahome community.

Be the first point of contact to handle and resolve customer complaints.

Address emails and phone calls from users that are not having a good experience and need assistance, including urgent situations, in a professional manner.

Compose thoughtful and accurate messages or customize prepared responses to customer emails.

Research information and troubleshoot problems using available resources.

Arbitrate in situations between users and provide solutions according to our policies and procedures.

Proactively and independently work to meet targets and goals.

Communicate customers’ feedback and suggestions to other departments in order to make corrections and provide the best possible customer service.

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