Senior Complaints Officer

David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit an Englishspeaking Senior Complaints Officerfor their Valencia office.

Position: Senior Complaints Officer

Location: Valencia Spain

Employment type: Fulltime

Remuneration: Base salary.

DUTIES AND RESPONSIBILITIES:

• Address customer complaints directly and ensure timely delivery of final responses in compliance with regulatory requirements
• Collaborate with various teams including AML and antifraud to resolve customer issues and conduct thorough investigations into complaints
• Uphold fairness in customer interactions by objectively reviewing each complaint
• Offer constructive feedback to operational and product teams in cases where complaints were mishandled
• Utilize internal tools to document complaints and monitor their progress
• Stay vigilant of complaint resolution deadlines and provide customers with prompt and informative updates
• Efficiently manage time to handle all assigned complaint cases throughout the week
• Adhere to internal Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) at both individual and team levels
• Foster a positive team culture through a proactive and collaborative mindset.

REQUIREMENTS:

• Minimum of two years experience handling complaints
  
• Excellent verbal and written communication skills in English (C1 and higher)
• Adaptable communication style to suit each cases needs
• Strong multitasking ability and readiness to take charge in challenging situations
• Exceptional attention to detail and decisionmaking autonomy
• Familiarity with international and crossfunctional work environments
• Punctual organized and efficient time management skills
• Independent problemsolving capability
• Reliable adaptable and dedicated team player
• Proficient in Google Workspace Microsoft Office suite and Confluence
• Customerfocused mindset prioritizing customer satisfaction above all else.

BENEFITS:

• Excellent remuneration package based on experience skills and performance
• Be part of a dynamic and creative team with positive and friendly atmosphere
• Breakfast and lunch offered onsite
• Guidance and tools to reach your full potential
• Working schedule: Monday to Friday (with some flexibility in shifts after training)
• And many others!