Customer Loyalty & Experience Specialist

ING BANK NV SUCURSAL EN ESPAÑA; Madrid; Presencial; EUR 24.000 - 32.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Restaurant card

Health insurance

Life insurance

Flexible remuneration

Free company shuttle

Gympass

Descripción de la vacante

ING BANK NV SUCURSAL EN ESPAÑA is seeking a Customer Loyalty Member to join the Customer Services Team in Madrid. You will resolve customer incidents, drive improvements, and support senior stakeholders with a strong focus on customer satisfaction and NPS impact.

You will develop product knowledge to answer questions, participate in an agile environment, and deliver excellent service while contributing to enhanced customer journeys.

Formación

• Strong customer service mindset with ability to resolve incidents.
• Analytical mindset with data-driven decision making.
• Excellent communication and relationship skills.
• Comfort with working in an agile multi-disciplinary team.

Responsabilidades

• Resolve customer incidents to exceed expectations and ensure satisfaction after the case.
• Identify process improvements to mitigate pain points and enhance efficiency.
• Monitor KPI: customer satisfaction and NPS impact.
• Liaise between customer service platforms and internal stakeholders.
• Follow up on surveys related to resolved incidents or complaints.

Descripción del empleo

ING BANK NV SUCURSAL EN ESPAÑA is seeking a Customer Loyalty Member to join the Customer Services Team in Madrid. You will resolve customer incidents, drive improvements, and support senior stakeholders with a strong focus on customer satisfaction and NPS impact.

You will develop product knowledge to answer questions, participate in an agile environment, and deliver excellent service while contributing to enhanced customer journeys.