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Customer Service and Request Management Technician

Hybrid in Madrid·Full-time·Added today (last checked 22 Oct)

Fundación Juan XXIII Roncalli

15 open roles

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Overview

Salary: €20,500 a year
About €1,460 a month after tax.
Payments: 14 salary payments a year
Work mode: Hybrid, Madrid
Contract: Full-time
Education: Upper secondary (Bachillerato)

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This job advert was originally written in Spanish.

Requirements

What we're looking for

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.

Nice to have

Fluent English in telephone conversation is valued

Pay & benefits

What you'll get

IT Contract to cover a long-term leave.
Full-time: Monday to Thursday from 09:00 to 18:00 and alternating Fridays from 8:00 to 15:00 or from 11:00 to 18:00.
Hybrid modality: 3 days at home and 2 in the office (located in Vicálvaro)
Location: Vicálvaro.
Salary: 20,500 gross euros in 14 payments

The role

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.

What you'll do

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.

Hiring process

If you meet the requirements and want to join our team, apply now!

About Fundación Juan XXIII Roncalli

Fundación Juan XXIII Roncalli is a Spanish non-profit organization with over 450 employees, focused on the social and labor inclusion of people with intellectual disabilities. It offers a broad range of services including early childhood care, education, vocational training, supported employment, and social health services. The foundation also runs social enterprises in catering, logistics, document management (BPO), and gardening, providing employment opportunities for people with disabilities.

Industry: Disability Services Nonprofit
Founded: 1966
Employees: 450
Headquarters: Madrid, Spain
In Spain: Madrid, Barcelona, Coslada and 2 more
Website: fundacionjuanxxiii.org

Good to know if you are moving

The foundation is headquartered in Madrid, Spain, and has offices in Barcelona, Coslada, Parla, and Rivas-Vaciamadrid.
It is a non-profit organization with a strong social mission, offering employment opportunities specifically for people with disabilities.
The foundation provides a wide range of services including early childhood care, education, vocational training, and supported employment.
It operates social enterprises in catering, logistics, document management (BPO), and gardening, which may offer diverse job roles.
The organization is committed to inclusion and diversity, making it a meaningful workplace for those passionate about social impact.

In their own words

About the company & team

At Fundación Juan XXIII, we have spent 60 years promoting the socio-labor inclusion of people in vulnerable situations. Here, your work has a real impact: you will be part of a project with purpose, in a professional, human, and flexible environment, with stability, development, work-life balance, and a close, cheerful, and collaborative atmosphere. More than 900 people work with passion, innovation, and social commitment; now you can join us and grow together!

All open roles at Fundación Juan XXIII Roncalli