HANS Factory - Customer Support Specialist

Customer Support Specialist

BBVA is a global company with more than 160 years of history that operates in more than 25 countries where we serve more than 80 million customers. We are more than 121,000 professionals working in multidisciplinary teams with profiles as diverse as financiers, legal experts, data scientists, developers, engineers, and designers.

The role of Customer Support Specialist will manage the customer care model processes, monitoring service levels and ensuring the compliance of the defined standards. You will have the challenge of working in multidisciplinary teams in the implementation of innovative solutions with the objective that HANS FACTORY stands out for its quality of attention.

In this role, you will be responsible for deploying training and formation actions to the service representatives, ensuring homogeneous and standardized attention in each channel.

You will analyze the cases of customer consultations, incidents, and requests, proposing mitigation actions through a continuous improvement cycle on the attention model.

Responsibilities:

• Supervision of the correct execution of tasks by third parties where the first level of customer care is outsourced.
• Identify, process, and communicate customer feedback to the product teams that develop them, captured from customer experience and transactional analysis.
• Identify and design initiatives to reduce contact rate, improve user experience, improve operational efficiency, and support in the execution and monitoring of impact.
• Support in identifying needs for the development of tools for managing customer queries about our services, as well as the creation of new flows for new launches.
• Implement necessary tools for the external customer care representative to analyze user transactional data and manage correctly.
• Customer care: attend in person (through email, phone, or other channels) to the questions of customers that are not resolved in the first levels of outsourced support.
• Follow-up and resolution of customer incidents, updating them on the status of the same, and coordinating the resolution actions with the different necessary areas (Operations, Engineering, etc.).
• Be the "voice of the customer" within HANS: measurement of satisfaction levels, updating of the frequently asked questions, support manuals, and help, etc.
• Support in the definition and continuous improvement of customer care processes, with the help of the rest of the Operations team and the involved third parties.

About the job:

We would like to have a person who meets the following requirements:

• Entrepreneurial and multidisciplinary spirit. We are a small company in full growth, with a very ambitious project and an extensive product roadmap, so now the boundaries between HANS areas overlap (although they will be defined more clearly as the project evolves).
• Experience in customer care and/or supervision of customer care units.
• Handling of data analysis tools (datastudio, microstrategy, PowerBI).
• Desirable knowledge in the management and/or implementation of digital customer care channels.
• Excellent skills in dealing with and attending to customers, especially commercial banking business segments (self-employed and SMEs).
• Ideally knowledge in acquiring products and services, both in the physical and online world.
• Develop well with customer care processes and tools.
• Person accustomed to working with very defined deadlines and meeting SLAs.
• Decisive, autonomous, and proactive person.

Skills: Continuous Improvement, Customer Care Support, Customer Queries, Data Parsing, Metrics Tracking, Payments Ecosystem (Acquiring), Quality Standards, Service Levels, SLAs, Taking Initiative, Telephone Customer Service, Voice of the Customer (VOC)