Customer Service / Back Office Administrator (Automotive Financial Services)

• Temporary contract: Substitution due to sick leave
• RBA: 20-22K (depending on experience, including teleworking allowance) + Canteen + Free parking + 2 days of teleworking per week.

• Previous experience in customer service, minimum two years, in a company with certain solidity in processes, systems, etc... preferably in financial services, insurance, renting, etc. companies.
• Knowledge of CRM management systems and proficiency in office tools.
• Immediate start.

Organized, methodical person with high attention to detail. Excellent communication and customer service skills, with the ability to manage complaints with agility. Ability to work in a team and collaborate with different departments.

• Valuable knowledge or experience in unpaid portfolio management or delinquency (pre-litigation phase).
• High English (highly valued)

At MARLEX, we need to recruit for a leading multinational Financial Services company in the automotive sector a Administrative Agent Customer Service/Back Office (Automotive Financial Services)

Profile focused on providing administrative support to customer service and collections areas, in a dynamic environment linked to operations, collections, and portfolio management. This is an administrative profile, without calls for unpaid debts or telephone debt recovery management.

Responsibilities:

• Maintain and update the customer database, including changes to personal data, accounts, and addresses.
• Provide information and support to customers and branches regarding contracted and current products and services.
• Manage and resolve first-level customer complaints, ensuring fast and effective service, and escalating more complex cases to second-level support.
• Perform follow-up and monitoring of the unpaid portfolio and delinquent customers, providing administrative support to the pre-litigation recovery phase, prior to legal claims.
• Update databases and perform tests and testing in the CRM system to ensure its correct functioning.
• Manage the customer email and messaging inbox, and perform follow-up on received calls.
• Resolve incidents related to contract opening and documentation management, as well as providing administrative support to suppliers and back office.
• Process data in Excel (formulas, filters, pivot tables), perform KPI tracking, and extract information.
• Coordinate with other departments for the correct resolution of operational and collection incidents.
• Provide support and responses to the customer service provider regarding management and processes where questions arise.
• Organize and plan daily tasks with the objective of meeting committed customer response times.
• Actively propose improvements or efficiencies in any of the processes followed in other areas to respond to customer requests.
• Actively propose actions to improve customer satisfaction and experience.
• Transfer customer requests to specialist areas in the most efficient and clear way possible, in those cases that the customer service provider cannot manage.
• Ensure that the response to customers, both by email and by telephone, is appropriate and responds to the request made.