Consumer Care Agent, Engagement Specialist

The role

This position has the purpose of coordinating and managing direct communication through all digital channels in a proactive way; in this way we can to maintain customer satisfaction in line with the needs of our customers.

What will you do?

• You will manage and respond to customer inquiries, complaints, and requests submitted through web forms across three brand websites, ensuring accurate and timely follow-up via Salesforce.
• You will serve as the main point of contact for resolving customer issues, providing clear and empathetic communication, and escalating cases when necessary to the appropriate internal teams.
• You will log, categorize, and track all cases in Salesforce, maintaining updated records and following internal SLA protocols for resolution and closure.
• You will proactively identify recurring issues, emerging concerns, or product/service feedback patterns, reporting them internally to help improve customer experience and operational processes.
• You will monitor conversation trends and customer sentiment across channels, identifying opportunities for real-time responses or messaging in coordination with the communications or creative teams when relevant.
• You will detect potential collaboration opportunities with influencers or key opinion leaders based on incoming feedback, mentions, or high-profile user interactions, and flag them for further relationship management by the marketing or social teams.
• You will contribute to the improvement of the knowledge base and internal documentation, based on real cases and frequently asked questions received from customers.
• You will actively participate in team meetings to provide updates on case status, insights from customer interactions, and suggestions for service improvements.
• You will produce monthly qualitative and quantitative reports using Salesforce data, summarizing key metrics, recurring themes, customer satisfaction trends, and potential areas of opportunity.
• You will stay up to date on digital customer service trends, tools, and best practices to enhance the quality of support and proactively suggest improvements to the workflow.

Requirements

• You will bring 2 years of experience working in a call center in customer support.
• Someone who manages social networks and is up to date with the latest news.
• A person oriented to help consumers, organized and attentive to detail.
• Sociable person who enjoys customer service and generating good engagement with everyone.
• Bilingual in English.
• Willingness to travel at some point during the year.
• Availability to work full time.

Benefits

• Un contrato indefinido con Findasense España, con un período de prueba de 6 meses.
• ¡23 días hábiles de vacaciones! Sumando el día libre de tu cumpleaños, para que lo puedas disfrutar como te parezca 
• Seguro médico y dental privado de calidad, en Findasense nos preocupamos por tu bienestar.
• Compensación por teletrabajo (€66 brutos mensuales) para cubrir los gastos de nuestro modelo híbrido de trabajo en remoto y presencial
• ¡Retribución flexible en tarjetas restaurante, transporte y guardería de Cobee!
• Podrás trabajar desde casa, desde el espacio de coworking, desde otra oficina de Findasense o cualquier parte del mundo, en línea con nuestra política Hybrid Way of Work.
• También, puedes traer a tu mascota a la oficina.
• Flexibilidad horaria, para hacer posible tu balance vida - trabajo.
• ¡Movilidad interna! para que explores otras posiciones dentro de Findasense. 
• Podrás participar en nuestro programa de voluntariado, contarás con 40 horas laborales al año para colaborar con organizaciones que tengan iniciativas de servicio comunitario o voluntariado.