Customer Experience Specialist
hace 4 semanas
Customer Experience Specialist (German and English speaker)About Wellhub
Wellhub is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner.
Job Description
We are hiring a Customer Experience Agent for our German and English markets to join our international Customer Experience team based in Madrid, Spain
In this role, you will be part of the European CX team, providing top-notch support to our users and gym partners in German and the UK. This role is key to leveraging Wellhub user experience. You will be responsible for answering questions, managing handover requests, and delivering excellent service. Additionally, you will categorize each interaction with our customers to understand what improvements should be made in the process to consistently achieve service excellence.
YOUR IMPACT Identify and assess customers' needs (consults, after-sales requests...) to ensure satisfaction;Manage customer communications and reply to requests by email and chat;Provide accurate, valid, and complete information using the right methods/tools, as well as communication procedures, guidelines, and policies;Take care of customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution;Build sustainable relationships and trust with customers through empathy and open communication;Manage the CRM system and updates: keep records of customer interactions, process customer accounts and files, and maintain the databases;Achieve personal/team targets;Collaborate closely with multiple departments to support all processes and operations (sales, financial, admin...);Take the extra mile to engage customersLive the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues.WHO YOU ARE Proficient/Fluent level of German and English is required;Valuable previous experience in customer service, helpdesk, or similar;A true team player who loves working towards both team and individual goals;A strong communicator both written and verbal with great interpersonal skills;You are detail-oriented and genuinely care about offering top-quality service;You are flexible, resourceful, and able to multi-task while establishing priorities and providing solutions;You have a positive attitude, and you are proactive and dynamic;Experience with Zendesk would be a plus.Please note that for this specific role, proficiency in both German and English is mandatory, and we do not offer visa sponsorship.
WHAT WE OFFER YOU We're a wellness company that is committed to the health and well-being of our employees. Our benefits include:
Access to onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more.Additional fitness subsidy to access onsite gyms and fitness studios.Flexible hybrid and full remote work options.Minimum of 25 days paid holiday per year with additional days for tenure.100% paid parental leave for all new parents.Outstanding opportunities for personal and career growth.Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer.
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