Customer Care Advisor

• Responding to customer complaints from the region, receiving, following up, and resolving them. Coordinating customer/installer/retailer. Managing the process from start to finish.
• Contacting the Customer within a maximum of 24 hours and resolving the issue within 48 hours.
• Notification to the Customer of changes in dates due to date errors or lack of product in the management of installations or as a consequence of transportation.
• Handling the necessary requests for the correct resolution of the customer case
• Active listening to the customer's voice to establish priorities and improvement plans.
• Management of emails and calls to address the needs of the customer, the store, installers, or transportation.
• Application of processes and procedures related to case management to ensure homogeneous management
• Management of invoices requested by the Customer, placement of replenishment orders, and validation of the same.
• Contact with Store Logistics for the shipment of goods on time and transportation incidents to the home.
• Communication with the store for incidents that cannot be resolved from the Regional RCO
• Support calls to the store for in-person customer complaints
• Tracking the origin of customer incidents and categorization to address the root cause and prevent them from becoming recurring
• Prioritization of critical cases in the region

The place where we demonstrate our purpose face to face. If you share this goal and your satisfaction comes from helping customers bring their ideas and projects to life, this is the place for you.

Being part of the team in our stores means working in a co-creation environment where we live our values and company purpose alongside the customer.

Join us?

That is why we are counting on you as an RCO Advisor, because you have extensive knowledge of your trade and of ensuring the best customer experience across the various communication channels, and you bring experience working as a professional in your sector, and above all, you have passion for what you do.

As an RCO Advisor, your mission will be to develop the activities that ensure the best Customer experience regarding the centralized management of Customer cases, as well as responding to Customer requests that come from the National RCO, Regional Stores, Online Store, and any other department that requires the Region to provide a response to the Customer.

At Leroy Merlin we have a purpose that gives meaning to who we are and everything we do, a guide that is our commitment to you and to the planet. Everything we offer you seeks to awaken in you the motivation to create environments where you can live better.

Because we are sure of one thing: if we set our minds to it, changing the world is in our hands and in yours.

Social Action is one of the fundamental pillars of Leroy Merlin Spain, being an added value for the entire company, but also for the community. Through various actions: renovation and refurbishment projects, donations, solidarity products, corporate volunteering and our "Dignified Homes" Grant Program, we contribute to building a better world and society.

As a collaborator of Leroy Merlin Spain, you have access to more than 70 benefits and/or advantages classified into 6 categories, designed to give you the best experience for being part of this great team.

You will also benefit from the Flexible Compensation Policy and Benefits offered by Leroy Merlin, such as the possibility of becoming a shareholder of the company, Health Insurance, childcare assistance, restaurant vouchers and various discounts with major commercial partners, among others.

You will have a fixed salary in addition to participation in results and profits.

Develop yourself!

Train and develop yourself in a multinational company! You will find a great working environment and will have autonomy to decide and act, being able to participate in decision-making and cross-functional projects.

Diversity Management is a fundamental pillar of our company philosophy. That is why it is included in the Diversity Charter, a code of commitment promoted by the Foundation for Diversity and supported by the Ministry of Health, Social Policy and Equality. With this, we reaffirm our commitment to respecting the right to inclusion of all people and we recognize the benefits that cultural, demographic and social diversity bring us.

Leroy Merlin España, S.L.U., declares its commitment to establishing and developing policies that integrate equality between women and men, without any type of discrimination, as well as to promoting and fostering measures to achieve effective equality within our organization. We assume the principle of equality between women and men in every area in which we carry out our activity and within the framework of the Social Responsibility of our Organization.

If you want to do the work you love, our door is open to you. Here we don't understand barriers.

If you would like to learn more about our Purpose, values and actions and our job openings, we leave at your disposal our Leroy Merlin Spain Corporate Careers Website.

CHANGING OUR WORLD IS IN OUR HANDS!