Customer Care Agent - Temporary

ING; Madrid; Presencial; EUR 24.000 - 36.000; Jornada completa

Descripción de la vacante

Una empresa innovadora busca un Agente de Atención al Cliente que esté apasionado por mejorar la experiencia del cliente. En este rol, serás responsable de resolver incidentes y quejas, así como de detectar puntos de mejora en los procesos. Trabajarás en un entorno colaborativo donde tu proactividad y habilidades de comunicación serán clave para garantizar la satisfacción del cliente. Ofrecemos un ambiente flexible y beneficios atractivos, como seguro de salud y un modelo de remuneración flexible. Si te entusiasma la innovación y deseas contribuir a un futuro mejor para los clientes, esta es tu oportunidad.

Servicios

Tarjeta de restaurante

Seguro de salud

Seguro de vida

Remuneración flexible

Transporte gratuito

Beneficios bancarios

Clínicas de fisioterapia

Club de corredores

Redes de empleados

Formación

• Mínimo 2 años de experiencia profesional en un centro de contacto.
• Habilidades analíticas y capacidad de comunicación en inglés y español.

Responsabilidades

• Resolver quejas e incidentes de clientes con el nivel de servicio establecido.
• Proporcionar apoyo profesional al cliente y asegurar su satisfacción.

Conocimientos

Atención al cliente

Comunicación efectiva

Resolución de problemas

Proactividad

Trabajo en equipo

Análisis de datos

Curiosidad

Educación

Título de Máster o Licenciatura

Descripción del empleo

At ING we are looking for Customer Care Agent - Temporary

Your role and work environment:

You are passionate about improving the client experience (both internal and external) and have a broad knowledge of ING Channels, products, services, and user experience.

You work in the COO Domain, specifically in the Customer Service Team.

As a Customer Care Agent, your main purpose will be based on two pillars:

• Solve customer incidents, trying to exceed their expectations. Objective: to ensure customer satisfaction after the case.

• Detect points of improvement in the processes, looking for solutions to mitigate the pains. Objective: help to improve processes and products.

The main KPI to evaluate our performance is the satisfaction survey score, and by improving this score we will contribute to having a positive impact on NPS.

You are a team player and are actively involved in process improvement at satisfaction and efficiency levels.

Your key responsibilities:

• Acknowledging and resolving customer complaints and incidents with the established Service Level.
• Be an interlocutor with our customer service platforms and other internal customers.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Providing feedback on the efficiency of the customer service process.
• Ensuring customer satisfaction and providing professional customer support.
• Knowing our products inside and out so that you can answer and improve processes.
• Follow up on surveys related to incidents or complaints processed.
• Putting yourself in customers' shoes, assessing the wishes and needs of customers (internal and external) and anticipating this, while focusing continuously on improving the journeys we offer.

What are we looking for?

A leader of our Orange Code culture displaying the following behaviors:

• Master's or bachelor’s degree with a minimum of 2 years of professional experience in a contact center.
• Curiosity to understand the industry, bank, and customer dynamics.
• Proactivity to create from scratch and connect points, thinking strategically to drive change while building towards the vision.
• Accountability to get things done, generating rigorous output based on data and facts.
• Combination of analytical mindset and skills together with pragmatic thoughts to deliver and have an impact on customers and bank results.
• Customer-focused and results-oriented person.
• Great organizational, oral, and written communication skills.
• Passionate about innovation, new market trends, and future thinking.
• Curious, passionate about customers, and aware of trends in customer communication channels.
• Able to work autonomously, take initiative, and make things happen with a can-do attitude.
• Strong problem analysis and judgment skills (recognizing key information, problem identification, etc.).
• Be a team player, encouraging alignment between individuals, Tribes, Squads, and Chapters.
• Amazing communication skills (in both English and Spanish) to present and challenge your strategy to stakeholders and users.
• Ability to work at an international level.
• Versatility and experience in several business domains is a plus.
• Creative and a proactive thinker who likes to work in a multidisciplinary team in an agile environment.

What do we offer?

The time you spend at work, the challenges you face, or the lessons you learn are very important, but… what about your personal life? At ING we want your work to fulfill you in every way, and that is why we take care of even the smallest details.

Be flexible, my friend. Our model is all about flexibility and accountability. Keeping both our customers and our colleagues' needs in mind, you determine together which days you work at home and which you come to ING MAD to offer your best self.

Restaurant card. So that thinking about what to have for lunch doesn’t take up your time or cravings.

Our house will be your home. In our offices, you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands), and much more!

Health insurance. For you and all your family (spouse/partner and children).

Life insurance. We help you protect what matters most to you.

Flexible remuneration. In addition, you will enjoy our flexible remuneration model, through a more tax-advantaged way, you will be able to access other services such as nursery, transport card, training aids…

Free company shuttle. It doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42, and A6) to get you to our ING office in Madrid comfortably.

Banking benefits. Special loans with more beneficial conditions. Special mortgage conditions after 6 months working at the bank. And you can benefit from our pension plan after 1 month with us!

More vitality and more belonging. 360º care of the employee (physical, mental, social connection & purpose). Physiotherapy service on site. Runners club with your own trainer. Clinics with professional, world-class athletes. Gympass service. Employee Networks: Rainbow Lions (LGBTQI+) & Leonas.

Get to know Us. We are a team of more than 1600 people sharing one idea: doing our bit in helping our clients create a better future for themselves, by providing them with the tools they need to get where they want to go.

A fully online bank where technology, innovation, simplicity, and transparency are the main ingredients, and the first one to work with agile methodologies.

And although we are based in Spain, we are lucky to work in an international bank with a presence in more than 40 countries.

We are proud to have a diverse team and we are committed to continue developing a culture of Diversity, Inclusion, and Belonging to foster a culture of collaboration and innovation that represents all collectives in society.

And even though we look orange on the outside, we are green on the inside. Our ambition in Sustainability is Empowering (y)our Sustainability journey. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey.

Making things happen, helping others be successful, always being one step ahead—that’s our DNA. If you look at yourself in the mirror and your reflection matches our way of being and working… we are looking forward to meeting you!