Customer Service Specialist

hace 4 semanas

Barcelona, Barcelona, España Wallapop A tiempo completo

Wallapop is a Barcelona-based scale-up driven by the purpose to empower people to embrace a more conscious and human way of consumption. We believe in a world where the collaborative economy is mainstream. This is what drives us. Wallapop operates in Spain, Italy, and Portugal, offering a catalogue of several hundreds of millions of products and services. Powered by technical innovation and continuous improvement, we bring together the scale & trust of classifieds with the marketplace's convenience & reach. Our mission is to enable a connected trade ecosystem, making 2nd-hand the norm through smart use of technology. Backed by top investors such as Accel, Insight Partners & Naver Corp, we bring our total valuation to 806 million EUR and are embarking on our international journey with the aim to become the world's best unique goods trading platform.

We are looking for an Italian-speaking Customer Service Specialist who will report directly to our Customer Service Team Lead.

We are looking for someone with a strong customer-centric mindset to join our constantly evolving team to ensure a high level of customer service focused on enhancing customer satisfaction.

Our team's mission is to transform potential friction into a "wow" experience.

Key Responsibilities:

  • Resolve Complex Customer Issues: Manage and resolve high-complexity user inquiries across various channels, ensuring timely and satisfactory solutions
  • BPO Support: Facilitate communication, provide support, and collaborate with external BPO partners to optimize service delivery
  • Performance Monitoring: Monitor customer service KPIs, analyze deviations, and proactively propose improvement actions
  • Process Optimization: Identify opportunities to streamline processes and participate in continuous improvement projects within the department
  • Cross-Functional Collaboration: Build strong relationships with relevant departments (Logistics, Legal, Customer Experience, etc.) to recommend customer-focused policies and practices.

Requirements:

  • Excellent verbal and written communication skills in Italian, English, and Spanish
  • Analytical mind and comfortable working with data (spreadsheets, data visualization tools)
  • Outstanding problem-solving skills and the ability to operate autonomously
  • Ability to build effective relationships with cross-functional partners
  • Passionate and strong customer-centric focus
  • Experience in Customer Service in a multi-channel customer service environment is a plus
  • Experience using Zendesk or similar tools is a plus

Nice to have:

  • Bachelor's degree in Business, Economics, or Engineering

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