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Customer Experience Specialist

hace 2 meses

Madrid, Madrid, España Gympass A tiempo completo

About Us

Gympass is a leading corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep. We're a high-growth tech company that places wellbeing at the foundation of our culture.

The Opportunity

We're hiring a Customer Experience Specialist for our German and English markets to join our international Customer Experience team based in Madrid, Spain. As a key member of our European CX team, you'll provide top-notch support to our users and gym partners in German and UK.

Your Impact

  • Identify and assess customers' needs to ensure satisfaction;
  • Manage customer communications and reply to requests by email and chat;
  • Provide accurate, valid, and complete information by 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 and interactive communication;
  • Manage the CRM system and updates: keep records of customer interactions, process customer accounts and files, and take care of 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 customers;
  • Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life balance.

Requirements

  • 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 detailed-oriented and you genuinely care about offering a top-quality service;
  • You are able to be flexible, and resourceful and to multi-task while establishing priorities and providing solutions.;
  • You have a positive attitude, you are proactive and dynamic;
  • The first experience with Zendesk would be a plus.

What We Offer

We're a wellness company that is committed to the health and well-being of our employees. Our benefits include:

Wellness Program

We believe in our mission and encourage our employees and their families to take care of their wellbeing too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more.

Flexible Work

We offer two work model options: flexible hybrid and full remote, and make the office a place for collaboration, community, and team building. The model for this role can be discussed with your recruiter and hiring manager.

Flexible Schedule

We understand that together, Wellhubbers and their leaders can make the best decisions for their own individual scopes. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.

Parental Leave

We offer paid parental leave to all new parents and extended maternity leave.

Career Growth

We maintain a growth mindset in everything we do and invest deeply in employee development.

Culture

We're a collaborative, supportive, and inclusive space where everyone knows they belong.