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Customer Service Manager

Hybrid in Alcobendas·Full-time·Added 10 days ago (last checked 22 Oct)

Agency

Adecco España

4209 open roles

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Our summary

Work mode: Hybrid, Alcobendas
Contract: Fixed-term, full-time hours
Education: Vocational training (FP Grado Medio)

Visa options

The ad doesn’t mention sponsorship
No sponsorship mentioned, and this kind of work is rarely sponsored in Spain.

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Skills

Excel

This job advert was originally written in Spanish.

Requirements

What we're looking for

-Word knowledge

-High Excel level

Education & certifications

-Basic studies, Vocational Training in administration or finance

-Required experience:

-Advisable experience as a service advisor, customer relationship advisor.

-Experience as an insurance processor, incident management.

Pay & benefits

What you'll get

Temporary contract due to maternity leave

Flexible schedule

Two days of teleworking

The role

What you'll do

-Response to Customer complaints. Reception, follow-up, and complete solution of the process from start to finish.

-The first contact with the Customer will be made within a maximum of 24 hours and the resolution of the incident will be within 48 hours; for complex incidents, daily follow-up of the status will be carried out until its completion. Urgencies must be managed immediately.

-Attend to the requests necessary for the correct solution of the Customer case

-Active listening to the voice of the Customer to establish priorities and improvement plans.

-Management of email and calls to respond to the needs of the Customer, the store, installers, or transport.

-Application of the processes and procedures related to case management, to guarantee homogeneous management.

-Apply bonuses or compensations for amounts less than €300

-Follow-up on the origin of Customer incidents and categorization in order to attack the root and prevent them from becoming recurrent.

-Follow-up of incidents in which we schedule appointments for their resolution and closure.

-Provide information for the answering of complaints to the Customer Experience and Advocacy team

-Prioritization of critical cases

-Attend to and manage customer inquiries and requests, whether through telephone calls, emails, or online chats.

-Resolve problems and conflicts that may arise during interaction with the Customer, always seeking a fair and satisfactory solution for both parties.

-Provide accurate and detailed information about the company's products, services, and policies, in a clear and understandable manner for the customer.

-Follow up on customer cases and inquiries, ensuring they are resolved effectively and with agility.

-Record and document interactions with customers, using the tool that orchestrates the customer relationship in order to be able to properly follow up on inquiries and incidents.

Hiring process

1 interview

Adecco does NOT charge or pay any fee for registering for or taking part in its recruitment processes.
The published stages only go as far as shortlisting; Adecco does not detail the later interviews or timescales, which depend on the client company.

About Adecco España

Adecco España is the Spanish subsidiary of The Adecco Group, the world's largest staffing and recruitment company. Headquartered in Zurich, Switzerland, Adecco operates in over 60 countries and provides workforce solutions across a wide range of industries, including logistics, manufacturing, automotive, healthcare, and technology. In Spain, Adecco is one of the leading employment agencies, connecting thousands of workers with temporary and permanent positions across the country, from warehouse and industrial roles to administrative and customer service positions.

Adecco's Spain presence is extensive, with offices in major cities such as Madrid, Barcelona, Valencia, and Bilbao, among others. The company is known for its strong focus on workforce flexibility and career development, offering training and upskilling opportunities. For international professionals, Adecco Spain provides a gateway to the Spanish job market, with many roles requiring multilingual skills, particularly in customer service and technical positions. The work culture is dynamic and fast-paced, with a strong emphasis on matching candidates to the right opportunities.