Account Associate

hace 3 semanas

Barcelona, España Boats Group A tiempo completo

**Account Associate - Dutch & German Speaking**
**Full-Time, Permanent**

**Hybrid based in Barcelona**

**About Our Crew**
Boats Group is the fastest-growing digital business in the recreational boating space. We are a talented team of techies, creatives, marketers, closers and customer advocates who spend each day pushing the boundaries of technology to make buying and selling boats easy. We spend each day surrounded by 500,000 boats from across the globe.

Our passion and unyielding dedication to getting people on the water influence our culture in ways you won’t find at other companies. We’re the best at what we do because we’re working in an industry we love. When you walk through our doors, you’ll find smart, dedicated people who consider one another family.

If you want to work in an inclusive, innovative environment where we encourage employees to collaborate, leverage their talents and actively shape the future of the company, then you will enjoy working here

**The Role**
The Account Associate will work in a fast-paced environment within our Operations team based across Europe. They will provide service support for our Private Seller customers across our platforms. They will protect the buyer and seller experience, through monitoring our sites for scam and identifying and acting on policy violations. They are the vital link between the Sales, Marketing, Product and Finance functions, partnering closely with key contacts in these areas to deliver a World Class customer service experience.

**What You’ll Do**
- Demonstrate understanding and ownership of your KPIs:

- Inbound private seller queries responded to in 24 working hours
- Responsive outbound follow up with our private sellers where required
- Policy control violations reported to our sellers within 24 working hours
- Scam/Fraud violations acted on immediately
- Manage inbound queues for each of your assigned portals/countries
- Complete Private Seller ad and account change requests and resolve basic technical issues
- Resolve product or service problems by clarifying the customer's concern, gaining required support to determine the cause and identify and explain the best solution, and then help expedite the resolution.
- Support on testing of new Private Seller product improvements
- Identify potential policy control violations across our portals and tools, escalating through the appropriate channel and working closely with the Account Manager to resolve.
- Produce monthly reporting on policy violations
- Identify areas of improvement in our policies or processes
- Maintain Confluence documentation on our Private seller platforms
- When required, take on additional tasks to support Account Managers across the team.
- Where required, help with translations to support communication with our customers.

**What You Should Have**
- Passion for building relationships with our customers and responding quickly to their needs.
- Ability to communicate in a clear, concise, responsive manner with all internal and external stakeholders.
- Proactive in completing tasks and resolving issues, asking for support when needed.
- Capable of using data to make informed and rational decisions and prioritise actions.
- Good understanding of CRM and Reporting systems
- Ability to develop a solid understanding of our Private Seller products.
- Adaptable to the needs of the business.
- With guidance, can handle difficult conversations where necessary and help influence a win/win solution for the customer and our business.
- Excellent written and spoken English and Dutch. Fluent local language skills for the territory are also essential
- German language skills is a plus
- Knowledge of MS Office software and CRM systems
- Must have EU citizenship or Spain Work Visa

**Perks**
- You’ll be joining a close-knit and talented team, with plenty of opportunities for professional growth. We offer competitive compensation + benefits that are on par with large companies, while also placing a high value on maintaining a healthy work-life balance.
- Hybrid working flexibility
- New laptop + large second monitor + other office accessories
- All National holidays
- End of year Holiday leave
- Birthday holiday (You never have to work on your birthday)
- Medical insurance offered
- Meal and Travel voucher program
- 32 hours of volunteer time paid per year (We are big into volunteering and helping out the community here at Boats Group)
- Professional reimbursement program for employees to take courses, attend seminars, etc. (Things to enrich you as a professional)
- Fitness Benefits with Gympass
- Fun Social Events

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