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:
- Solve customer incidents, trying to exceed their expectations. Objective: to ensure customer satisfaction 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.
- 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

📌 Customer Care Agent (Madrid)
🏢 Ing Bank Nv Sucursal En España
📍 Madrid