Customer Service and Request Management Technician

• Minimum academic training of high school diploma and/or higher degrees.
• Hold a recognized disability certificate of at least 33%
• Customer service experience of at least 1 year
• Proficiency in Microsoft Office suite
• A correct, pleasant, and polite person.
• Fluent English in telephone conversation is valued

We are currently looking to incorporate a Request Management and Customer Service Technician with a disability certificate for an exclusive operator of the Spanish electrical system to cover a temporary position.

Attend to, manage, and respond to requests from various external stakeholders, ensuring agile, rigorous service aligned with the Foundation's quality standards.

• Receive telephone calls.
• Attend to requests from external stakeholders received through the different service entry channels.
• Manage requests coming from the Shareholder Service Office, especially in the period prior to the General Shareholders' Meeting.
• Register all requests in the corporate application.
• Respond to requests using established scripts, technical knowledge, public information, and corporate information available on the web.
• Refer those requests that cannot be resolved at the first instance to the corresponding responsible organizational unit.
• Perform full follow-up of each request until its closure, ensuring correct documentation in the system.
• Update and maintain the service's working materials (scripts, action guides, and keyword dictionary).
• Act as interlocutors with area managers for the resolution of doubts and the proposal of service improvements.
• Identify improvement opportunities in the processes and operation of the Service.
• Participate in meetings with different organizational units for the coordination and optimization of the service.
• Review and control closed files to ensure their correct classification and documentation.
• Manage requests coming from other corporate channels in a timely manner.