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Customer Experience Representative

hace 2 meses

Barcelona, Barcelona, España Rover A tiempo completo
About Rover

Rover is a leading pet care platform that connects pet owners with trusted and reliable pet sitters and dog walkers. Our mission is to make it easier for people to experience the love and companionship of pets.

Job Summary

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Agent. As a key member of our customer support team, you will be responsible for providing exceptional service to our customers, resolving issues, and ensuring a positive experience for our pet owners and pet care providers.

Key Responsibilities
  • Handle customer inquiries and issues via multiple channels, including messaging and API, ensuring friendly and efficient resolution.
  • Meet and exceed individual and team performance expectations.
  • Treat customers as part of our community, demonstrating a passion for exceptional service.
  • Take initiative to identify process improvements and contribute to the team's success.
  • Collaborate with internal teams and stakeholders to address complex issues and improve overall customer experience and safety.
  • Adhere to company policies, procedures, and guidelines while maintaining professionalism and integrity.
  • Support ad-hoc projects and initiatives as needed.
Requirements
  • 1 year experience in customer support or call centers, where handling inquiries, complaints, and providing solutions was a primary responsibility.
  • Ability to convey information clearly and effectively to customers and team members, both verbally and in writing.
  • Customer-focused approach and driven by a desire to achieve and surpass performance metrics, with a commitment to delivering exceptional service and results.
  • Comfortable working according to given daily schedule and availability to work Saturdays and Bank Holidays on rotation basis.
  • Solutions mindset: passion to find the right solution for Customer, and resolve the issue overcoming.
  • Quick learner: ability to ramp up quickly and act on feedback constructive.
  • Flexible. Everything can change very quickly and you know how to adapt.
  • Love being part of a dynamic team in a growing company.
  • Punctual attendance and reliability.
  • Adaptability to Change.
  • Fluent level of English and Italian is required.
  • Must reside in Spain.
  • Available to start in mid-September.
Benefits
  • Competitive compensation.
  • Permanent contract.
  • Pension Plan.
  • Meal tickets through Cobee.
  • Generous PTO Allowance.
  • Private health insurance.
  • Discounted Gym Membership.
  • Bring your dog to work (and unlimited puppy time).
  • Monetary help for adopting a dog plus yearly credit to use on our platform.
  • Grab snacks, fresh fruit, in our kitchen to keep yourself going.
  • Regular team activities, including happy hours, game nights, and more.