Senior Customer Service Agent (Complaint Management)

Spotahome; Madrid; Presencial; EUR 25.000 - 35.000; Jornada completa

Descripción de la vacante

A dynamic rental platform in Madrid is seeking a customer service representative who can provide efficient and friendly support to the worldwide community. You will address customer complaints, manage communications, and contribute to enhancing customer satisfaction. The role requires strong communication skills and a patient, empathetic approach. Applicants must be fluent in English, with other language skills considered an advantage.

Servicios

Remote flexibility

Competitive salary and flexible retribution system

Wellness and benefits plan

Day off on your birthday

Training budget and team events

Formación

• 3-5 years of customer service experience, particularly in complaint handling.
• Fluent in English; knowledge of German and French preferred.
• Strong communication and interpersonal skills.

Responsabilidades

• Provide friendly and efficient service to customers.
• Handle and resolve customer complaints as the first point of contact.
• Address urgent customer queries professionally.

Conocimientos

Customer service experience

Fluent in English

Patience

Empathy

Stress management

Technical aptitude

Problem-solving

Communication skills

Multitasking

Descripción del empleo

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.