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Customer Service Expert

hace 1 mes

Barcelona, Barcelona, España Wallapop A tiempo completo

The Challenge

We are seeking an Italian-speaking Customer Service Specialist to join our team. The ideal candidate will have a strong customer-centric mindset and experience in a multi-channel customer service environment.

Key Responsibilities

  1. Manage and resolve high-complexity user inquiries across various channels, ensuring timely and satisfactory solutions.
  2. Facilitate communication, provide support, and collaborate with external BPO partners to optimize service delivery.
  3. Monitor customer service KPIs, analyze deviations, and proactively propose improvement actions.
  4. Identify opportunities to streamline processes and participate in continuous improvement projects within the department.
  5. Build strong relationships with relevant departments to recommend customer-focused policies and practices.
  6. Consistently deliver excellent customer service, ensuring high levels of user satisfaction throughout the support journey.

Requirements

  1. Excellent verbal and written communication skills in Italian, English, and Spanish.
  2. Strong analytical skills and ability to work with data.
  3. Outstanding problem-solving skills and ability to operate autonomously.
  4. Effective relationship-building skills to collaborate with cross-functional partners.
  5. Passionate about providing customer-centric service.

Perks and Benefits

  1. Competitive phantom shares package.
  2. Generous individual learning budget.
  3. Group and individual language lessons.
  4. Private health insurance.
  5. Flexible working hours and short Fridays.
  6. Flexible remuneration options.
  7. Gym and wellness plan.
  8. Generous referral program and charity donation.
  9. Bonus for weddings and newborns.
  10. Wallapop Renta (tax income support).
  11. Monthly plan for free shipping and home-pick-up.
  12. Workiversary gifts and birthday surprises.
  13. Contribution towards WIFI and home office setup.
  14. Relocation package and visa sponsorship.
  15. 26 holidays per year.
  16. TOP hardware of choice.

The Hiring Process

We use a remote hiring process, with the following steps:

  1. Intro Call: A 45-60 minute call with Talent Acquisition to discuss the role and company.
  2. Case Study Submission: A task to showcase technical skills required for the role.
  3. Expertise Interview: A 60-90 minute interview with the hiring team to assess core skills.
  4. Stakeholder Interview: A 60 minute interview with relevant stakeholders to assess collaboration and delivery skills.
  5. Culture Interview: A 60 minute interview to assess alignment with Wallapop's purpose and business proposition.
  6. Offer: A call with Talent Acquisition to discuss and confirm the offer.