Customer Operation Analyst

Description

#### **About Us** **Nalanda** enables organizations of any size to integrate trust, security, and compliance across all stages of the supply chain, fostering a community of compliance and innovation throughout the construction sector and beyond. With over 20 years of history, **Nalanda** is the market leader in Spain for supplier risk management and regulatory compliance. Headquartered in Madrid, **Nalanda** has expanded to include significant operations in Colombia and is growing in Portugal, Chile, Mexico, Panama, and Peru. **Nalanda** currently employs over 400 people across Spain, Colombia, and four other countries. In April 2024, **Nalanda** was acquired by Once For All Group (OFA), Europe’s leading provider of supply chain and sustainable procurement software tools, creating a combined group with over 1,000 employees and more than 250\.000 customers. Headquartered in the UK, OFA leads in the UK, France, and Spain, and maintains a presence across multiple countries in Europe and Latin America. #### **Job Description** The selected candidate will support users in using the digital platform, ensuring they can effectively leverage all its functionalities. They will be responsible for delivering clear, professional, and customer-oriented communication via email, chat, or phone. They will also collaborate with other departments to ensure comprehensive support and efficient resolution of customer needs. #### **Key Responsibilities** * Customer support via multiple channels such as email, web forms, or chat, and handling inquiries. * Resolving questions and complaints through chat and email support. * Managing and tracking incoming and outgoing requests via ticket, email, or phone, ensuring timely and effective responses. * Informing and assisting our customers reliably and personally, providing clear and tailored solutions aligned with their needs, always with a focus on service excellence. #### **Requirements** * Prior experience in customer service and administrative management. * Ability to handle a high volume of tasks/tickets patiently and efficiently, particularly in written communication. * Capacity to multitask while maintaining strong computer and Microsoft Office tool proficiency. * A positive attitude and ability to work collaboratively, fostering a healthy work environment. * Experience in SaaS companies managing CAE and PRL is desirable, as is familiarity with CRM tools such as Salesforce. #### **What We Offer** Competitive compensation ranging from €16,000 to €21,000 ️ Flexible remuneration. A dynamic and inclusive workplace offering growth and development opportunities. The opportunity to make a significant impact on our organizational culture and talent strategy.