Customer Care Agent (Temporary)

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.

Your key responsibilities:

As aCustomer Loyalty Member your main purpose will be based on two pillars:  

*Solve customer incidents, trying to exceed their expectations. Objective: to ensure customersatisfaction 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.

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!

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. 

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.

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!
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