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

• 2-5 years of customer service experience, handling complaints in similar sectors/environments.

• Fluent in English;
  German, Italian or 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.

• 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.