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Customer Experience Analyst
hace 4 horas
CUBRO is a startup specializing in the design and online sale of fronts (doors and drawers) compatible with IKEA kitchen cabinets. We manufacture in Madrid and sell exclusively online.
IKEA is our starting point due to its unbeatable price‑quality ratio. We enhance its modular system with our custom fronts, creating unique kitchens—without the high costs of fully bespoke solutions from traditional manufacturers.
2. What will you do with us?
You’ll join a growing team with a vision for continuous expansion. You’ll work directly with our customers across Europe (Spain, France, Germany) and play a key role in managing and improving their experience, from the first interaction to post‑sales support.
Your responsibilities will include:
- Customer interactions management: Act as the first point of contact for customer inquiries, handling communications across multiple channels such as email, social media, and phone.
- Customer experience analysis: Gather and analyze customer feedback to identify pain points and opportunities for improvement.
- Implementing improvements: Collaborate with different departments to drive changes based on your analysis and customer insights.
- Post‑sales support: Manage customer issues and ensure effective problem resolution to maintain satisfaction and loyalty.
- Reporting and follow‑up: Prepare periodic reports on customer experience performance and suggest continuous improvements.
3. What are we looking for?
Previous experience: Ideally, you have experience in customer support or customer experience roles, preferably in an e‑commerce environment.
Communication skills: Excellent verbal and written communication skills in Spanish. English or other languages are a plus.
Attention to detail: Ability to multitask effectively while maintaining high attention to detail.
Analytical skills: Strong analytical mindset with the ability to interpret data and trends to enhance customer experience.
Proactivity: We’re looking for someone proactive who takes initiative and suggests improvements.
Languages: Our customers are mainly in Spain, France, and Germany, so we require advanced written and spoken English and French, in addition to Spanish.
4. What do we offer?
Growth opportunities: As a fast‑growing startup, we offer significant professional and personal development opportunities.
Competitive salary: Compensation aligned with your experience and skills.
Location: Position based in Madrid, with flexible working hours and some remote work options.
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