Customer Support Agent - Madrid
About Us
Nalanda is a leading Spanish multinational dedicated to bridging the gap between large companies and their suppliers through an innovative digital platform. Our platform streamlines business processes such as document exchange, purchases, invoices, and vital business information. We specialize in coordinating activities between contractors and their suppliers, minimizing costs, time, and risks, while fostering transparent and effective business relationships.
We are a dynamic, forward\-thinking company committed to building an inclusive workplace where talent thrives. At Nalanda, we believe that the development of people drives organizational success. Join us as we continue to build a culture of growth, inclusivity, and excellence.
We are also part of Once For All, an international group with a presence in the UK, France, Latin America, and more than 1,000 people working on digital solutions for supply chain management and regulatory compliance.
Role Summary
We are looking for a highly organized and proactive Customer Support Agent to join our team. You will be responsible for assisting customers via phone, chat, and email, resolving inquiries efficiently while delivering excellent service. This role is central to maintaining customer satisfaction, providing technical support, and ensuring every interaction reflects our company’s values of reliability, empathy, and professionalism.
Key responsibilities
- Handle incoming and outgoing customer calls, ensuring prompt and professional responses.
- Verifying documentation to ensure requirements are met and provide assistance where needed.
- Resolve customer inquiries and complaints through chat and email channels.
- Manage and follow up on customer requests to ensure timely and effective resolution.
- Provide clear, accurate information to customers, adapting communication to their needs.
- Collaborate with other departments to guarantee proper handling of customer issues.
- Offer basic technical support, guiding customers through platform use and functionalities.
- Maintain up\-to\-date knowledge of company products, services, and processes.
- Contribute to continuous improvement by identifying recurring issues and suggesting solutions.
Qualifications
- Previous experience in customer service or administrative support.
- Experience in CAE or with CAE platforms is mandatory.
- It is desirable to hold a valid disability certificate of 33% or higher.
- Ability to manage a high volume of calls with patience and efficiency.
- Strong multitasking and organizational skills.
- Excellent verbal and written communication abilities.
- Solid computer skills and proficiency in Microsoft Office.
- Positive attitude, teamwork mindset, and customer\-first approach.
- Experience with tools such as Odoo is a plus.
- Fluent in Spanish and English. Other languages are valuable (Italian, French, Portuguese)
What we offer
Competitive compensation package with an annual salary range of €19,000–€22,000
️ Hybrid work model
️ Flexible benefits
A dynamic and inclusive workplace with opportunities for growth and development
The chance to make a significant impact on our organizational culture and talent strategy
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