Customer Engagement Agent

hace 2 semanas

Barcelona, España Pronovias A tiempo completo

We at **PRONOVIAS GROUP**, Global leader in the Bridal industry, are currently looking for a professional and talented **Customer Engagement Agent **for a** maternity replacement **to join our Customer Engagement Team in our **Barcelona HQ.**

We seek people who are passionate about Fashion; love to be part of a growing and challenging international environment; inspiring and empowering people and are not afraid to make the difference.

Our mission is bringing **HAPPINESS** into the world by dressing with style our customers’ dreams, being the best partner to our clients, and building together an exciting place to work.

**About the role**:
You will be a Pronovias Group Brand Ambassador, as part of the primary contact team for brides around the world, by responding to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information.- and attention.
- Representing the organization as best in class.
- Respond to queries related to products, services, processes and policies.
- Assist customers with finding their dream dress or accessories.
- Handle and resolve complaints in accord with established policies and procedures.
- Respond to escalated issues in a courteous and professional manner consistent with our customer service philosophy.
- Report technical concerns to respective internal departments for resolution.
- Offering suggestions and advice e.g. where the customers original choice in no longer available, or viable, make suggestions and recommendations in order to maximize revenue opportunities for both us and the customer.
- Working as a team to assist the department in achieving its core KPIs.
- Exceeding customer expectations no matter the type of enquiry
- Making each customer feel that nothing is too much trouble for us.
- Maximising sales opportunities - store training, staff training, commercial propositions.
- Liaise with retail stores to resolve customer concerns related to store experience.
- Utilize multiple systems and platforms to research and determine best course of solution based on the customers’ needs.
- Any additional duties that are necessary due to the evolving needs of the business.
- At least 1-3 years of experience in a call center environment, preferably in the luxury sector.
- Customer service orientation and passion for the Bridal Industry.
- Outstanding listening, verbal, and written communication skills.
- Team player and proactive can do attitude.
- Team player; enthusiastic, accurate and commercially oriented.
- Must be proficient in French and English spoken and written.
- A third european language will be a plus.

**WHAT DO WE OFFER ?**
- Becoming part of a dynamic company with more than 50 years of experience.
- Join our international "family" with more than 35 nationalities worldwide.
- Ethical workplace environment that embrace the diversity that makes us special. Having to opportunity to join our "Happy World" projects to empower women and environmental sustainability.
- Team building activities to promote the Companies' values: respect, innovation, empowerment, performance driven and team work.
- Flexible work schedule (and special schedule for parents).
- Company canteen.
- Flexible Compensation Plan.
- Private parking and company shuttle bus from El Prat de Llobregat train station.

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