#### **About Us** **Nalanda** enables organizations of any size to embed 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), a leading European 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 United Kingdom, OFA leads in the UK, France, and Spain, and maintains a presence across multiple countries in Europe and Latin America. #### **Job Description** Answer and provide telephone support to Nalanda’s suppliers and customers, resolving queries related to platform usage, document qualification processes, and administrative requirements—ensuring an efficient, clear, and resolution-oriented service experience. #### **Key Responsibilities** * Answer incoming calls from suppliers and business customers (B2B environment). Manage incidents via tickets, chat, contact forms, and any additional communication channels implemented. * Advise on qualification processes, document upload and validation, file status, and regulatory requirements. * Guide users in using the Nalanda platform (navigation, basic issues, access recovery). * Record all interactions in internal systems (CRM / ticketing tools). * Resolve first-level incidents and escalate cases requiring specialized support appropriately. * Follow up on incidents until resolution, proactively informing users. * Meet established service-level agreements (SLAs), as well as quality and customer satisfaction standards. * Identify recurring incidents and propose process or supplier communication improvements. * Collaborate with other departments (Operations, Finance, Qualification, IT, etc.) to ensure proper case resolution. * Ensure compliance with confidentiality and data protection policies. #### **Requirements** **Education and Experience:** * Minimum education: Secondary school diploma or vocational training. * A valid disability certificate of 33% or higher is valued. * Prior experience in telephone customer service, preferably in B2B or service environments. * Experience in document management, supplier qualification, or the construction/industrial sector is valued. **Knowledge and Skills:** * Excellent oral communication and ability to clearly explain technical processes. * Proficient use of computer tools and digital platforms. * Strong organizational skills and ability to track multiple cases. * Customer orientation and problem-solving mindset. * Native or advanced Spanish language proficiency. * English proficiency is valued for supporting international suppliers. **Key Competencies:** * Empathy and professional demeanor * Active listening * Analytical ability * Teamwork * Proactivity * Stress management and ability to handle high call volumes #### **What We Offer** Competitive compensation ranging from €16,000 to €25,000 ️ Flexible remuneration. A dynamic and inclusive workplace with opportunities for growth and development. The opportunity to make a meaningful impact on our organizational culture and talent strategy.
David Muñoz
Indeed · HR
David Muñoz
Indeed · HR
