Customer Operations Specialist

Description

Job Summary: We are seeking a Customer Service Agent to join our Customer Support team, managing disputes, complaints, and resolving incidents to ensure customer satisfaction. Key Responsibilities: 1. End-to-end management of disputes, payments, and consumer complaints. 2. Incident resolution and multichannel customer support. 3. Market needs identification and proposal of improvements. We are looking for a Customer Service Agent to join our contact center at our headquarters in Plaza, **Zaragoza.** **What will you be responsible for?** You will join our Customer Support team with a focus on ensuring compliance with consumer regulations while guaranteeing accurate payment reconciliation and customer satisfaction. * Dispute and Payment Management: Monitoring and resolving issues on payment platforms (Adyen, PayPal). * Consumer Complaint Processing: End-to-end management of complaint files, ensuring adherence to legal deadlines and company quality standards. * Integrated Management (Front & Back Office): Not only serving customers (Front Office), but also ensuring correct completion of internal processes (Back Office). * Incident Resolution: Investigating root causes of daily issues, escalating when necessary, while maintaining case ownership until closure. * Channel Management: Prompt handling of emails and/or chats, consistently maintaining company quality standards and tone in every interaction. * Process Localization: Identifying market-specific requirements for the Italian market and proposing improvements to the Coordinator. **We offer:** Permanent contract Gross annual salary of EUR 20.000 with an annual bonus of 7% Working hours from Monday to Friday. Standard schedule from 7:00 a.m. to 3:00 p.m. (with flexible start time up to 9:30 a.m.), except for one weekly on-call shift from 12:00 p.m. to 8:00 p.m. One day of remote work per week once the training period is completed and autonomy has been achieved Employee discount starting from the first month If everything above fits your expectations, **What are we looking for?** * Customer- and detail-oriented individual. Analytical and organized profile. * Minimum 1 year of experience in multichannel customer service departments, preferably within retail companies. * Knowledge of consumer regulations. * English proficiency at least B2