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Description

**Company** Remote work **Location** Sevilla office **Contract** Permanent ### **Job Description** Carry out actions aimed at improving customer experience and perceived quality following complaint resolution, by analyzing the root causes of dissatisfaction, engaging in direct customer interaction (phone calls), and defining and implementing continuous improvement initiatives that increase satisfaction and prevent future complaints. ### **Your Responsibilities Will Include** * Conduct comprehensive analysis of complaints and their underlying causes to identify improvement opportunities in processes and customer experience. * Proactively contact customers via phone calls, WhatsApp, SMS, or other enabled channels to restore customer confidence and improve their perception of the received service. * Manage customer communication ensuring personalized, empathetic, transparent, and resolution-oriented support. * Listen to and analyze the Voice of the Customer (VoC), identifying trends, needs, and expectations that enable enhancement of the customer experience. * Design, execute, and monitor improvement actions targeting both complaint management and the processes causing complaints. * Detect patterns, recurring incidents, and potential risks through preventive analysis of available information. * Develop improvement proposals based on data analysis and feedback gathered during customer interactions. * Collaborate with multidisciplinary teams in implementing, validating, and monitoring continuous improvement initiatives. * Prepare activity reports and tracking indicators (KPIs), analyzing the effectiveness of implemented actions and their impact on customer satisfaction. * Ensure proper documentation of all actions taken and compliance with established procedures. * Contribute to improving support channels by identifying actions that reduce complaint volume and enhance customer experience. ### **Requirements** * Experience in complaint management, Customer Experience (CX), or Service Quality. * Analytical capability to identify root causes, trends, and improvement opportunities. * Experience in customer service via telephone and digital channels. * Ability to interpret quality, satisfaction, and customer experience metrics. * Proficiency in CRM tools and management applications, preferably Salesforce. * Knowledge of Microsoft Excel for information analysis and tracking. * Ability to prepare executive reports and present conclusions in a structured manner. * Experience working with quality indicators (KPIs), SLAs, and continuous improvement methodologies. ### **What We Offer** * Join an established corporate group with national and international presence. * Permanent contract. * 100% remote work modality. * Possibility to be assigned to centers in Sevilla, Barcelona, or Madrid. * Excellent working environment. Our commitment is to foster workplaces where people are treated with respect and dignity, promoting professional development of staff and guaranteeing equal opportunities in recruitment, training, promotion, pay policy, working conditions and employment, occupational health, working time organization, and work-life balance—providing a workplace free from any discrimination based on sex, gender, ethnic origin, race, age, sexual identity, disability, sexual orientation, religious beliefs, language, cultural background, or educational level. #### **Take the Step** If you want to grow within a company that champions innovation, stability, and people, **Teknei** is where you belong. Join a team of professionals where your talent will make an impact from day one. Apply now and let’s build impactful technological solutions together.