Customer Experience Specialist

Description

We want to add talent to the grenke Madrid team! At grenke, we are looking for a solution-oriented, proactive person with strong communication skills to join our Madrid team as a Customer Experience Specialist on a permanent contract. At grenke, we are European leaders in technology leasing for SMEs, present in over 30 countries and with a team of more than 90 people across 9 offices in Spain. We champion a collaborative, flexible, and continuously growing environment where people are at the center. **What will you do on a day-to-day basis?** You will handle end-to-end customer service management, contracts, and interdepartmental coordination, ensuring efficient and high-quality service. * Deliver professional and distinctive customer service (both external and internal) regarding active contracts: resolving inquiries, managing incidents, and addressing information requests or critical matters. * Handle and manage customer requests via various channels (especially service email), identifying needs and ensuring agile and effective resolution. Track requests and incidents to completion, guaranteeing a satisfactory customer experience. * Support other departments in managing contract-related communications by performing initial analysis of requests and routing them to the appropriate area. * Manage leads and opportunities: analyze potential customers according to commercial criteria, make initial contact with customers, and follow up on marketing campaigns. * Maintain and update customer and contract data in IT systems (administrative, banking, etc.), ensuring data quality and reliability. * Manage insurance-related processes, including documentation, operational updates, and incident handling. **What requirements are needed to apply for this position?** * Experience: at least 2 years in this role and/or experience within the company. * Education: Vocational Training in Administration and/or equivalent. * English: intermediate level. **What skills do you need?** * Communication skills. * Customer orientation. * Teamwork. * Incident resolution. * Adaptability and proactivity.