🇬🇧
NewCustomer Care Agent (Temporary)
Customer Care Agent (Temporary)
Customer Care Agent (Temporary)
This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.
About the role
At ING we are looking for Customer Loyalty Member
Your role and work environment:
We are looking for a talented and enthusiastic Customer Loyalty Member to join our Customer Services Team.
At ING we are looking for a Customer Loyalty Member
Your role and work environment:
We are looking for a talented and enthusiastic person to join our
Customer Services
team as a
Customer Loyalty Member
.
What you'll do
Your key responsibilities:
As a Customer Loyalty Member your main purpose will be based on two pillars:
*Solve customer incidents, trying to exceed their expectations. Objective: to ensure customer satisfaction after the case.
*Detect points of improvement in the processes, looking for solutions to mitigate the pains. Objective: help to improve processe
The main KPI to evaluate our performance is the satisfaction survey score, and by improving this score we will contribute to have a positive impact of NPS.
Acknowledge and resolve customer complaints and incidents within established Service Levels
Act as a liaison between customer service platforms and internal stakeholders.
Provide feedback to enhance the efficiency of customer service processes.
Develop deep knowledge of our products to answer questions and identify process improvements.
Follow up on surveys related to resolved incidents or complaints.
Put yourself in the customers’ shoes, anticipate their needs, and continuously work to improve the journeys we offer.
Your key responsibilities:
As a Customer Loyalty Member, your main purpose will be based on two pillars:
- Solve customer incidents, trying to exceed their expectations. Objective: to ensure customer satisfaction after handling the case.
- Detect points of improvement in the processes, looking for solutions to mitigate pain points. Objective: to help improve processes.
- The main KPI to evaluate our performance is the satisfaction survey score, and by improving this score we will contribute to generating a positive impact on NPS.
- Acknowledge and resolve customer complaints and incidents within established service levels.
- Act as a liaison between customer service platforms and internal stakeholders.
- Provide feedback to improve the efficiency of customer service processes.
-Develop deep knowledge of our products to answer questions and identify process improvements.
- Follow up on surveys related to resolved incidents or complaints. Put yourself in the customers’ shoes, anticipate their needs, and continuously work to improve the journeys we offer.
What we're looking for
What are we looking for?
Want to know if this job is made for you? These are some of the qualities that we value the most for this role. And if the shoe fits… don’t hesitate to apply!
What are we looking for?
Want to know if this job is made for you? These are some of the qualities that we value the most for this role. And if you fit them… don’t hesitate to apply!
Nice to have
The ability to analyze, propose improvements to the work procedure and the operation of the applications will be valued.
Proactive with excellent communication and relationship skills with other colleagues.
Have strong analytical skills and take decisions based on data and facts.
Are creative and a pro-active out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment.
Be a team player, interaction and alignment between people, Tribes, Squads.
You give and ask for constructive feedback.
The ability to analyze and propose improvements to work procedures and the operation of applications will be valued. A proactive person with excellent communication skills and the ability to relate to other team members. Strong analytical skills and making decisions based on data and facts. A creative, proactive person with innovative thinking, who likes to work in a multidisciplinary team in an agile environment. A person oriented toward teamwork, fostering interaction and alignment between people, Tribes, and Squads. Give and ask for constructive feedback.
What you'll get
What do we offer?
The time you spend at work, the challenges you face or the lessons you get are very important, but… What about your personal life? At ING we want your work to fulfill you in every way, and that is why we take care of even the smallest details.
Check out what is waiting for you!
Be flexible my friend.
Our model is all about flexibility and accountability. Keeping both our customers and our colleagues’ needs in mind, you determine together which days you work at home and which you come to ING MAD to offer your best self. Do your thing.
Restaurant card.
So that thinking about what to have for lunch doesn’t take up your time or your cravings.
Our house will be your home.
In our offices you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands) and much more!
Health insurance.
For you and all your family (spouse/partner and children).
Life insurance.
We help you protect what matters most to you.
Flexible remuneration.
In addition, you will enjoy our flexible remuneration model, through a more tax-advantaged way, you will be able to access other services such as nursery, transport card, training aids…
Free company shuttle.
It doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably.
Banking benefits.
Special loans with more beneficial conditions.
Special mortgage conditions after 6 months working at the bank.
And you can benefit from our pension plan after 1 month with us!
More vitality and more belonging
360º care of the employee (physical, mental, social connection & purpose).
Physiotherapy service on site.
Clinics with professional, world-class athletes.
Gympass service.
Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.
International Remote work program.
What do we offer?
The time you spend at work, the challenges you face, or the lessons you learn are very important, but… what about your personal life? At ING we want your work to fulfill you in every way, and that is why we take care of even the smallest details.
Check out what is waiting for you!
Be flexible, my friend.
Our model is based on flexibility and accountability.
Keeping both our customers’ and our team members’ needs in mind, you will decide together which days you work from home and which you come to ING MAD to give your best.
Do your thing.
Restaurant card.
So that thinking about what to eat doesn’t take up your time or cause you worry.
Our house will be your home.
In our offices you will find electric mobility solutions, medical service, hairdresser, gym, The Good Service (to help you with your errands) and much more.
Health insurance.
For you and your entire family (spouse/partner and children).
Life insurance.
We help you protect what matters most to you.
Flexible remuneration.
In addition, you will enjoy our flexible remuneration model, through a more tax-advantaged formula, which will allow you to access other services such as nursery, transport card, training aids…
Free company shuttle service.
It doesn’t matter where you live. We have 6 routes (North, Central, South, A5, A42 and A6) so you can get to our ING office in Madrid comfortably.
Banking benefits.
Special loans with more favorable conditions. Special mortgage conditions after 6 months working at the bank. And you can benefit from our pension plan after 1 month with us!
More vitality and a greater sense of belonging
Comprehensive 360º care for every employee (physical, mental well-being, social connection and purpose). On-site physiotherapy service. Clinics with world-class professional athletes. Gympass service. Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG. International remote work program.
How you'll work
full-time
About the company & team
Get to know Us
We are a team of more than 1700 people sharing one idea: doing our bit in helping our clients create a better future for themselves, by providing them with the tools they need to get where they want to go.
A fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies.
And although we are based in Spain, we are lucky to work in an international bank with presence in more than 40 countries.
We are proud to have a diverse team, and we are committed to continue developing a culture of Diversity, Inclusion and Belonging to foster a culture of collaboration and innovation that represents all collectives in the society.
And even though we look orange on the outside, we are green on the inside. Our ambition in Sustainability is Empowering (y)our Sustainability journey. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey.
Making things happen, helping others be successful, always being one step ahead—that’s our DNA. If you look at yourself in the mirror and your reflection matches our way of being and working…we are looking forward to meeting you!
_____________________________________________________________________
Get to know us
We are a team of more than 1,700 people who share one idea:
doing our bit to help our clients create a better future for themselves
, by providing them with the tools they need to get where they want to be.
A
fully online bank
where technology, innovation, simplicity and transparency are the main ingredients, and the first to work with
agile methodologies
.
And although we are in Spain,
we are lucky to work in an international bank with presence in more than 40 countries.
We are proud to have a diverse team and we are committed to continuing to develop a culture of
Diversity, Inclusion and Belonging
to foster a culture of
collaboration and innovation
that represents all groups in society.
And although on the outside we are orange,
on the inside we are green
. Our ambition in Sustainability is
Empowering (y)our Sustainability journey
. We are on our own path, but we also accompany our clients when they decide to embark on this journey.
Making things happen, helping others succeed, and always being one step ahead: that’s our DNA.
If you look in the mirror and your reflection matches our way of being and working… we can’t wait to meet you!
About the role
At ING we are looking for Customer Loyalty Member
Your role and work environment:
We are looking for a talented and enthusiastic Customer Loyalty Member to join our Customer Services Team.
En ING estamos buscando Customer Loyalty Member
Tu rol y entorno de trabajo:
Estamos buscando una persona con talento y entusiasmo para unirse a nuestro equipo de
Customer Services
como
Customer Loyalty Member
.
What you'll do
Your key responsibilities:
As a Customer Loyalty Member your main purpose will be based on two pillars:
*Solve customer incidents, trying to exceed their expectations. Objective: to ensure customer satisfaction after the case.
*Detect points of improvement in the processes, looking for solutions to mitigate the pains. Objective: help to improve processe
The main KPI to evaluate our performance is the satisfaction survey score, and by improving this score we will contribute to have a positive impact of NPS.
Acknowledge and resolve customer complaints and incidents within established Service Levels
Act as a liaison between customer service platforms and internal stakeholders.
Provide feedback to enhance the efficiency of customer service processes.
Develop deep knowledge of our products to answer questions and identify process improvements.
Follow up on surveys related to resolved incidents or complaints.
Put yourself in the customers’ shoes, anticipate their needs, and continuously work to improve the journeys we offer.
Tus responsabilidades clave:
Como Customer Loyalty Member, tu propósito principal se basará en dos pilares:
- Resolver incidencias de clientes, tratando de superar sus expectativas. Objetivo: garantizar la satisfacción de la clientela tras la gestión del caso.
- Detectar puntos de mejora en los procesos, buscando soluciones para mitigar los pain points. Objetivo: ayudar a mejorar los procesos.
- El principal KPI para evaluar nuestro rendimiento es la puntuación de las encuestas de satisfacción, y mejorando esta puntuación contribuiremos a generar un impacto positivo en el NPS.
- Reconocer y resolver reclamaciones e incidencias de clientes dentro de los niveles de servicio establecidos.
- Actuar como enlace entre las plataformas de atención al cliente y los stakeholders internos.
- Proporcionar feedback para mejorar la eficiencia de los procesos de atención al cliente.
-Desarrollar un conocimiento profundo de nuestros productos para responder preguntas e identificar mejoras en los procesos.
- Realizar el seguimiento de las encuestas relacionadas con incidencias o reclamaciones resueltas. Ponerte en el lugar de la clientela, anticiparte a sus necesidades y trabajar continuamente para mejorar los journeys que ofrecemos.
What we're looking for
What are we looking for?
Want to know if this job is made for you? These are some of the qualities that we value the most for this role. And if the shoe fits… don’t hesitate to apply!
¿Qué estamos buscando?
¿Quieres saber si este puesto está hecho para ti? Estas son algunas de las cualidades que más valoramos para este rol. Y si encajas con ellas… ¡no dudes en inscribirte!
Nice to have
The ability to analyze, propose improvements to the work procedure and the operation of the applications will be valued.
Proactive with excellent communication and relationship skills with other colleagues.
Have strong analytical skills and take decisions based on data and facts.
Are creative and a pro-active out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment.
Be a team player, interaction and alignment between people, Tribes, Squads.
You give and ask for constructive feedback.
Se valorará la capacidad para analizar y proponer mejoras en los procedimientos de trabajo y en el funcionamiento de las aplicaciones. Persona proactiva con excelentes habilidades de comunicación y capacidad de relacionarse con otras personas del equipo. Contar con sólidas capacidades analíticas y tomar decisiones basadas en datos y hechos. Ser una persona creativa, proactiva y con pensamiento innovador, a quien le guste trabajar en un equipo multidisciplinar en un entorno agile. Ser una persona orientada al trabajo en equipo, favoreciendo la interacción y alineación entre personas, Tribes y Squads. Dar y solicitar feedback constructivo.
What you'll get
What do we offer?
The time you spend at work, the challenges you face or the lessons you get are very important, but… What about your personal life? At ING we want your work to fulfill you in every way, and that is why we take care of even the smallest details.
Check out what is waiting for you!
Be flexible my friend.
Our model is all about flexibility and accountability. Keeping both our customers and our colleagues’ needs in mind, you determine together which days you work at home and which you come to ING MAD to offer your best self. Do your thing.
Restaurant card.
So that thinking about what to have for lunch doesn’t take up your time or your cravings.
Our house will be your home.
In our offices you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands) and much more!
Health insurance.
For you and all your family (spouse/partner and children).
Life insurance.
We help you protect what matters most to you.
Flexible remuneration.
In addition, you will enjoy our flexible remuneration model, through a more tax-advantaged way, you will be able to access other services such as nursery, transport card, training aids…
Free company shuttle.
It doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably.
Banking benefits.
Special loans with more beneficial conditions.
Special mortgage conditions after 6 months working at the bank.
And you can benefit from our pension plan after 1 month with us!
More vitality and more belonging
360º care of the employee (physical, mental, social connection & purpose).
Physiotherapy service on site.
Clinics with professional, world-class athletes.
Gympass service.
Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.
International Remote work program.
¿Qué ofrecemos?
El tiempo que pasas en el trabajo, los retos a los que te enfrentas o los aprendizajes que adquieres son muy importantes, pero… ¿qué hay de tu vida personal? En ING queremos que tu trabajo te aporte satisfacción en todos los sentidos, y por eso cuidamos hasta el más mínimo detalle.
¡Descubre lo que te está esperando!
Sé flexible, amig@.
Nuestro modelo se basa en la flexibilidad y la responsabilidad.
Teniendo en cuenta tanto las necesidades de nuestros clientes como las de las personas que forman parte del equipo, decidiréis conjuntamente qué días trabajarás desde casa y cuáles vendrás a ING MAD para dar lo mejor de ti.
Hazlo a tu manera.
Tarjeta restaurante.
Para que pensar qué vas a comer no te quite tiempo ni te genere preocupaciones.
Nuestra casa será tu hogar.
En nuestras oficinas encontrarás soluciones de movilidad eléctrica, servicio médico, peluquería, gimnasio, The Good Service (para ayudarte con tus gestiones) y mucho más.
Seguro médico.
Para ti y toda tu familia (cónyuge/pareja e hijos o hijas).
Seguro de vida.
Te ayudamos a proteger lo que más te importa.
Retribución flexible.
Además, disfrutarás de nuestro modelo de retribución flexible, mediante una fórmula más ventajosa fiscalmente, que te permitirá acceder a otros servicios como guardería, tarjeta de transporte, ayudas para formación…
Servicio gratuito de lanzadera de empresa.
No importa dónde vivas. Contamos con 6 rutas (Norte, Centro, Sur, A5, A42 y A6) para que puedas llegar cómodamente a nuestra oficina de ING en Madrid.
Beneficios bancarios.
Préstamos especiales con condiciones más ventajosas. Condiciones especiales de hipoteca tras 6 meses trabajando en el banco. ¡Y podrás beneficiarte de nuestro plan de pensiones después de 1 mes con nosotras y nosotros!
Más vitalidad y mayor sentimiento de pertenencia
Cuidado integral 360º de cada persona empleada (bienestar físico, mental, conexión social y propósito). Servicio de fisioterapia en las instalaciones. Clínicas con deportistas profesionales de primer nivel mundial. Servicio Gympass. Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG. Programa de trabajo remoto internacional.
How you'll work
full-time
About the company & team
Get to know Us
We are a team of more than 1700 people sharing one idea: doing our bit in helping our clients create a better future for themselves, by providing them with the tools they need to get where they want to go.
A fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies.
And although we are based in Spain, we are lucky to work in an international bank with presence in more than 40 countries.
We are proud to have a diverse team, and we are committed to continue developing a culture of Diversity, Inclusion and Belonging to foster a culture of collaboration and innovation that represents all collectives in the society.
And even though we look orange on the outside, we are green on the inside. Our ambition in Sustainability is Empowering (y)our Sustainability journey. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey.
Making things happen, helping others be successful, always being one step ahead—that’s our DNA. If you look at yourself in the mirror and your reflection matches our way of being and working…we are looking forward to meeting you!
_____________________________________________________________________
Conócenos
Somos un equipo de más de 1.700 personas que compartimos una misma idea:
aportar nuestro granito de arena para ayudar a nuestra clientela a crear un futuro mejor para sí misma
, proporcionándole las herramientas que necesita para llegar donde quiere estar.
Un
banco completamente online
donde la tecnología, la innovación, la simplicidad y la transparencia son los ingredientes principales, y el primero en trabajar con
metodologías agile
.
Y aunque estamos en España,
tenemos la suerte de trabajar en un banco internacional con presencia en más de 40 países.
Nos sentimos orgullosas y orgullosos de contar con un equipo diverso y estamos comprometidas y comprometidos a seguir desarrollando una cultura de
Diversidad, Inclusión y Pertenencia
para fomentar una cultura de
colaboración e innovación
que represente a todos los colectivos de la sociedad.
Y aunque por fuera seamos naranjas,
por dentro somos verdes
. Nuestra ambición en materia de Sostenibilidad es
Empowering (y)our Sustainability journey
. Estamos recorriendo nuestro propio camino, pero también acompañamos a nuestra clientela cuando decide emprender este viaje.
Hacer que las cosas sucedan, ayudar a otras personas a tener éxito y estar siempre un paso por delante: ese es nuestro ADN.
Si te miras al espejo y tu reflejo encaja con nuestra forma de ser y trabajar… ¡estamos deseando conocerte!
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