Junior Backoffice Agent

Let's start with the role

We are seeking a highly motivated and detail-oriented Back Office Agent to join our team. The ideal candidate will be responsible for analyzing the results of BPO vendors to ensure the best customer experience and maintaining a stable operational plan. This role involves supporting external functions, tracking current issues and solving problems by analyzing performance results.

• Collaborate with internal and external stakeholders to ensure excellent customer support;
• Participate in the Scrum process and monitor operational queues;
• Responsible for handling Special Cases (RG and DPO issues), collaborating with internal compliance and legal processes;
• Perform CSAT analysis, focusing primarily on promoters and passives, with occasional attention to detractors;
• Identify and highlight opportunities for process improvement;
• Conduct daily calls for alignment and improvement initiatives.

What you will bring

• Experience in online customer service;
• Product knowledge will be considered an asset;
• Strong analytical and prioritization skills;
• Active listening skills;
• Proficiency in PC skills and MS Office, G-Suite;
• Advanced communication skills;
• Availability to work in shifts (24/7), including weekends and holidays;
• Fluency in Spanish and English;
• Knowledge of the German language would be a nice-to-have.