Channel Specialist

• Education: University degree. A degree in Marketing and Market Research, Marketing and Commercial Management, Marketing and Communication, Business, or Marketing will be especially valued. A technical profile focused on customer service processes is sought.
• Demonstrable experience in actions and projects aimed at customer service, both internal and potential.
• Languages: English level B2.
• Skills: Entrepreneurial spirit, strong analytical skills, flexibility, and dynamism.
• Interpersonal skills: Ability to work in cross-functional and multidisciplinary teams, self-motivation, results orientation, and excellent synthesis and communication skills, both spoken and written.

• Working hours: Full-time split shift from Monday to Thursday, and a continuous shift on Fridays.
• Work model: Hybrid model with 2 days of remote work per week.
• Location: Workplace in Madrid.
• Social benefits: The company offers private health insurance, a pension plan, meal vouchers, and attractive bonuses on gas and electricity bills.

We are looking for a Channel Specialist to lead customer service process improvement projects. The main mission of the role is to optimize service quality and increase customer service efficiency. In this role, you will provide direct support for the management of the customer service phone platform and the provider's back-office services.

• Participate actively in the analysis of the service provided, seeking and developing improvement initiatives in customer service processes, including the phone platform, virtual assistants, and complaint resolution processes.
• Lead or participate in projects aimed at optimizing and increasing the efficiency of service channels, with the goal of improving customer satisfaction.
• Participate in market digitalization opportunity analysis processes, as well as in the bidding of services or supplies and the implementation of associated contracts to achieve operational efficiency.
• Carry out ongoing coordination tasks between operational units and the IT & Communications departments to ensure process continuity and improvement.
• Collaborate in the comprehensive management of the different customer service channels, managing both the various providers and the internal units involved.