Account Associate
hace 3 semanas
**Account Associate with Dutch**
**Hybrid based in Barcelona**
**Must speak Dutch**
**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, support on critical business projects and when required our Account Managers with key tasks. They will also monitor our international sites for scam, policy violations and where found will take appropriate and immediate action. 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**
Customer Service - Private Sellers
- Manage inbound and outbound queries with our Private Seller (FSBO) customers. This will include:
- Moderating fraudulent ads on our international portals.
- Resolving any technical issues for our customers
- Proactively reaching out to customers when required
- Flagging any potential risks or breakdowns in service and escalating to the Operations Director for resolution.
- As part of this role you will be expected to meet and where possible exceed the following KPIs:
- Responding to inbound queries within 24 working hours
- Removing ads that you deem to be fraudulent from our sites prior to going live, or within 24 working hours of these being identified
- Resolving technical issues for our customers within 0-5 working days
- Requesting customer refunds in line with our FSBO refund policy
Policy Control
- Monitor sellers across our sites for scam and policy violations, taking immediate action to remove these from our sites.
- Receive inbound policy violation reports from users and our internal team and escalate these to the appropriate channels
- Adhere to the data protection policies across our business
Other tasks
- Support on critical business projects e.g. Portal migrations, supporting data gathering and maintenance of trade customer accounts.
- Completing internal translation requests in languages they are familiar with.
**What You Should Have**
- Strong customer service skills, with a genuine passion for speaking to customers, answering queries and communicating clearly.
- Strong customer focus and the persistence to deliver
- Good team-working skills
- Enthusiasm to become an expert in the use of Boat Wizard and Cosas de Barcos provisioning systems
- Enthusiastic and resilient; strong listening and influencing skills
- Ability to handle difficult conversations where necessary and influence a win/win solution for both the customer and our business
- Excellent written and spoken communication skills in English and Dutch.
- German language skills is a plus
- Knowledge of MS Office software and CRM systems
- Must have EU citizenship or EU 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)
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