Customer Service Specialist

Descripción del empleo

WHY TCL?

Our company

Founded in 1981, TCL Electronics (HKSE 01070) is a leading company for Consumer Electronics with 25.000 employees across 78 countries and is now ranked Number 2 TV brand worldwide.

• TCL Electronics has developed specific expertise, promoting vertical integration, i.e. Manufacturing its LED TVs from A to Z

• TCL is one of the fastest growing High-Tech Brands in the World

• Starting 2020, TCL Electronics Europe is expanding into new categories, like Air Conditioning, Major Domestic Appliances and IOT products.

Our strengths

• High development ambitions

• International outreach

• Vertical integration

• Worldwide brand with offices in Madrid and Barcelona

The role

TCL Iberia is seeking a Customer Service Specialist to serve as the primary point of contact for our After-Sales Service Department. This role is crucial for ensuring an exceptional Customer Experience (CX) and efficiently managing all support, repair, and warranty requests for our consumer electronics products. The position reports to the Head of Service Iberia.

Key accountabilities

1. Front Office

• Internal Case Management: Act as the main point of contact (in-person, telephone, or digital) for

Stakeholders seeking technical or service assistance. Internal Customer, NOT a Call Center duty.

• Support to other departments: Perform the best of help to other departments and determine the most appropriate course of action (explanations, remote support, update, etc.).

• Customer Satisfaction: Manage ALL claims in the first instance to give the best of solutions and increase our NPS.

2. Back Office

• CRM Data Management: Ensuring accuracy and integrity of customer records and service cases within the Customer Relationship Management (CRM) system.

• Warranty Exception Review: Analyzing and processing complex or non-standard warranty claims to ensure adherence to established policies.

• Supplier Monitor & Invoicing: Ensure KPI adherence. And managing the billing and processing of invoices received from external service providers and vendors.

• Backlog Management: Monitoring the service request queue (backlog) to prioritize and allocate resources efficiently and prevent delays.

• Data Accuracy and Reporting: Maintaining high levels of data accuracy across all service platforms and contributing to operational reporting.

• Financial Reconciliation (Credits): Handling the accounting and processing of customer credits and financial adjustments related to service resolutions.

• Case Handling (Exceptions): Analyse the request from the Call Center in our CRM/ERP system, ensuring policies and Compliance.

• Logistics Coordination: Organize and coordinate the pickup and delivery of units for Swap with carriers and the Technical Workshop.

• Policy Compliance: Ensure all processes adhere strictly to company warranty policies,compliance regulations, and quality standards.

Your profile

• Minimum of 2 years of experience in Customer Service, Technical Support, or Front Office roles, preferably within the consumer electronics, telecommunications, or IT sectors.

• Technical Knowledge: Familiarity with electronic products (smartphones, appliances, smart devices, etc.) and the ability to perform basic troubleshooting.

• Interpersonal Skills: Excellent verbal and written communication skills. Proven ability to handle difficult situations or dissatisfied customers B2C or B2B with empathy and resolution.

• Tools: Knowledge with CRM systems (Salesforce, Zendesk, etc.) and ERP systems for order and service management.

• Language: Proficiency in English is required.

• Detail-Oriented

Información extra

Status

Activa

Estudios requeridos

E.S.O

Localización

Barcelona

Tipo de contrato

Trabajo estudiantes

Publicado el

08-03-2026

Carnet de conducir

No

Vehículo

No

Carta de motivación

No

Idiomas

Español