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Location: Barcelona, on-site.
Responsibilities
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- Investigate and verify fraud incidents using internal tools and defined macros.
- Collect and verify all necessary documentation from customers to confirm or infirm fraud.
- Manage cases within defined pending periods, ensuring timely follow-up and resolution.
- De-escalate tickets to Level 1 if client documentation is not received after 14 days following established procedures.
Qualifications
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- Proficient or bilingual in French; advanced in English.
- Strong interpersonal skills including active listening, empathy, and adaptability.
- Advanced customer service and conflict resolution abilities.
- Skilled in troubleshooting and resolving complex, non-standard issues.
- Proficient in providing clear root-cause analysis and insights.
- Proficient with extended tools and operational systems (e.g., CRM, parcel tracking).
- Technically proficient in OS-level topics (iOS, Android, Windows).
- Proactively identifies and leads improvement initiatives.
- Supports efficiency and optimization of service-level agreements (SLAs).
- Possesses deep knowledge of internal processes and workflows.
Benefits
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- Full-time 39 hours per week, permanent contract.
- Rotative shifts Monday-Saturday 09:00-18:00 (with 2 full weekends off per month).
- Salary 22,000 euros gross per year plus up to 2,400 euros gross per year in bonus.
- Great office location in Barcelona.
- Full paid training covering the company and the project.
- Career development program and specialized courses.
Equal Opportunity Statement
Concentrix is an equal-opportunity employer. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. xcskxlj All recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.