Customer Care Specialist

• Good command of Microsoft 365, especially Excel and PowerPoint.
• Intermediate level of Power BI.
• Experience using Salesforce, Siebel, or other corporate CRM tools.
• Between two and three years of experience in customer service, Contact Center, or management of incidents and complex customers.
• Having worked as an agent and having evolved into coordination functions will be especially valued.
• Experience in the automotive sector will be valued.

• University degree.
• Studies in Business Administration and Management, Marketing, Psychology, or similar areas will be especially valued.

• Minimum B2 English level.

Competitive remuneration.
• Flexible hours and teleworking policy.
• Benefits package for flexible remuneration.
• Life insurance.
• Exclusive advantages in renting services and vehicle loans for employees.
• Language program offered by the company.
• Free coffee and fruit during office workdays.

At Hyundai Motor España, we are looking to hire a Customer Care & Contact Center Operations Specialist to coordinate the daily operations of the Contact Center and guarantee excellent, efficient customer service aligned with the company's standards.

The selected person will monitor the main service indicators, supervise their quality, and drive continuous improvement. They will also manage complaints and complex cases, coordinating with customers, dealerships, internal areas, and providers to protect customer satisfaction and the brand's reputation.

1. Customer management for the resolution of incidents and complaints.

• Manage customer incidents and complaints, ensuring their correct resolution.
• Directly take on the most complex, critical, or sensitive cases for the company.
• Maintain direct communication with customers in high-priority situations.
• Coordinate with the dealership network and internal departments to resolve cases.
• Liaise with lawyers, insurers, and other external interlocutors when necessary.
• Perform the monitoring, analysis, and reporting of incidents, typologies, and trends.
• Ensure compliance with customer service processes and protocols.

1. Operational coordination of the Contact Center

• Act as the main interlocutor with the Contact Center provider.
• Lead the relationship with operational managers and service supervisors.
• Monitor KPIs, SLA, productivity, and service quality.
• Identify deviations and define action plans.
• Supervise the quality of interactions and compliance with protocols.
• Manage the operational incidents of the service.
• Participate in Contact Center evolution projects.
• Drive continuous improvement initiatives based on the voice of the customer.
• Provide continuous training to the Contact Center.