Senior Customer Service Agent (Complaint Management)

<h3>Why us?</h3> <ul><li><p>Remote flexibility, we trust our team and we are goal oriented</p></li><li><p>Competitive salary in accordance with candidate experience, alongside our flexible retribution system (restaurant vouchers, transport, etc.) to get the most out of your salary</p></li><li><p>Wellness and benefits plan to take care of your physical and mental health, including gympass and access to mental health programs</p></li><li><p>Day off on your birthday, we celebrate it with you</p></li><li><p>Training budget, company events and team building activities.</p></li><li><p>A challenging and creative job in an innovative, constantly growing, fast-moving and owner-managed company with many opportunities for growth</p></li><li><p>An open corporate culture with plenty of room for new ideas and impulses</p></li><li><p>People. Work with talented, committed and supportive teammates</p></li><li><p>International work environment with more than 16 nationalities</p></li><li><p>No politics or bureaucracy. Only a great environment for you to achieve your best work</p></li></ul> <h3>Your mission</h3> <ul><li><p>Provide friendly and efficient service to the worldwide Spotahome community.</p></li><li><p>Be the first point of contact to handle and resolve customer complaints.</p></li><li><p>Address emails and phone calls from users that are not having a good experience and need assistance, including urgent situations, in a professional manner.  </p></li><li><p>Compose thoughtful and accurate messages or customize prepared responses to customer emails.</p></li><li><p>Research information and troubleshoot problems using available resources.</p></li><li><p>Arbitrate in situations between users and provide solutions according to our policies and procedures.</p></li><li><p>Proactively and independently work to meet targets and goals.</p></li><li><p>Communicate customers’ feedback and suggestions to other departments in order to make corrections and provide the best possible customer service.</p></li></ul> <h3>Your profile</h3> <ul><li><p>3-5 years of customer service experience, handling complaints in similar sectors/environments.</p></li><li><p>Fluent in English; German and French are highly valued.</p></li><li><p>Patience, empathy, and a unique ability to manage stress.</p></li><li><p>Open to change, learn quickly and accordingly in an ever-changing environment.</p></li><li><p>The ability to work under pressure and adapt to adverse situations.</p></li><li><p>Skilled and eloquent in writing and oral communication skills. </p></li><li><p>Strong communication and interpersonal skills.</p></li><li><p>Problem-solving - you need to demonstrate a passion for dispute resolution </p></li><li><p>Technical aptitude and the ability to pick up new technology quickly.</p></li><li><p>Multitask by handling emails and calls at the same time.</p></li><li><p>Based in Madrid.</p></li></ul>