Consumer Care Agent, Engagement Specialist

The role

This position has the purpose of coordinating and managing direct communication through all digital channels in a proactive way; in this way we can to maintain customer satisfaction in line with the needs of our customers.

• You will manage and respond to customer inquiries, complaints, and requests submitted through web forms across three brand websites, ensuring accurate and timely follow-up via Salesforce.
• You will serve as the main point of contact for resolving customer issues, providing clear and empathetic communication, and escalating cases when necessary to the appropriate internal teams.
• You will log, categorize, and track all cases in Salesforce, maintaining updated records and following internal SLA protocols for resolution and closure.
• You will proactively identify recurring issues, emerging concerns, or product/service feedback patterns, reporting them internally to help improve customer experience and operational processes.
• You will monitor conversation trends and customer sentiment across channels, identifying opportunities for real‑time responses or messaging in coordination with the communications or creative teams when relevant.
• You will detect potential collaboration opportunities with influencers or key opinion leaders based on incoming feedback, mentions, or high‑profile user interactions, and flag them for further relationship management by the marketing or social teams.
• You will contribute to the improvement of the knowledge base and internal documentation, based on real cases and frequently asked questions received from customers.
• You will actively participate in team meetings to provide updates on case status, insights from customer interactions, and suggestions for service improvements.
• You will produce monthly qualitative and quantitative reports using Salesforce data, summarizing key metrics, recurring themes, customer satisfaction trends, and potential areas of opportunity.
• You will stay up to date on digital customer service trends, tools, and best practices to enhance the quality of support and proactively suggest improvements to the workflow.

• You will bring 2 years of experience working in a call center in customer support.
• Someone who manages social networks and is up to date with the latest news.
• A person oriented to help consumers, organized and attentive to detail.
• Sociable person who enjoys customer service and generating good engagement with everyone.
• Bilingual in English.
• Willingness to travel at some point during the year.
• Availability to work full time.

• Un contrato indefinido con Findasense España, con un período de prueba de 6 meses.
• ¡23 días hábiles de vacaciones! Sumando el día libre de tu cumpleaños, para que lo puedas disfrutar como te parezca.
• Seguro médico y dental privado de calidad, en Findasense nos preocupamos por tu bienestar.
• Compensación por teletrabajo (€66 brutos mensuales) para cubrir los gastos de nuestro modelo híbrido de trabajo en remoto y presencial.
• ¡Retribución flexible en tarjetas restaurante, transporte y guardería de Cobee!
• Podrás trabajar desde casa, desde el espacio de coworking, desde otra oficina de Findasense o cualquier parte del mundo, en línea con nuestra política Hybrid Way of Work.
• También, puedes traer a tu mascota a la oficina.
• Flexibilidad horaria, para hacer posible tu balance vida - trabajo.
• ¡Movilidad interna! para que explores otras posiciones dentro de Findasense.
• Podrás participar en nuestro programa de voluntariado, contarás con 40 horas laborales al año para colaborar con organizaciones que tengan iniciativas de servicio comunitario o voluntariado.