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!