Senior Complaints Officer

Position: Senior Complaints Officer

Location: Valencia, Spain

Employment type: Full-time

Remuneration: Base salary.

**DUTIES AND RESPONSIBILITIES**:

- Address customer complaints directly and ensure timely delivery of final responses in compliance with regulatory requirements
- Collaborate with various teams, including AML and anti-fraud, to resolve customer issues and conduct thorough investigations into complaints
- Uphold fairness in customer interactions by objectively reviewing each complaint
- Offer constructive feedback to operational and product teams in cases where complaints were mishandled
- Utilize internal tools to document complaints and monitor their progress
- Stay vigilant of complaint resolution deadlines and provide customers with prompt and informative updates
- Efficiently manage time to handle all assigned complaint cases throughout the week
- Adhere to internal Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) at both individual and team levels
- Foster a positive team culture through a proactive and collaborative mindset.

**REQUIREMENTS**:

- Minimum of two years' experience handling complaints
- Excellent verbal and written communication skills in English (C1 and higher)
- Adaptable communication style to suit each case's needs
- Strong multitasking ability and readiness to take charge in challenging situations
- Exceptional attention to detail and decision-making autonomy
- Familiarity with international and cross-functional work environments
- Punctual, organized, and efficient time management skills
- Independent problem-solving capability
- Reliable, adaptable, and dedicated team player
- Proficient in Google Workspace, Microsoft Office suite, and Confluence
- Customer-focused mindset, prioritizing customer satisfaction above all else.

**BENEFITS**:

- Excellent remuneration package based on experience, skills and performance
- Be part of a dynamic and creative team with positive and friendly atmosphere
- Breakfast and lunch offered onsite
- Guidance and tools to reach your full potential
- Working schedule: Monday to Friday (with some flexibility in shifts after training)
- And many others

**Job Types**: Full-time, Permanent

Pay: 1,750.00€ per month

Work Location: In person