Operational Customer Experience Expert
hace 5 días
About Us Our CultureAt Cobee, we believe that employees deserve a more engaging compensation solution. This is why our company was founded in November 2018.
Cobee's vision has remained unwavering: to become the most desirable solution for employees to get compensated at work. We strive to improve the overall well-being of employees while making them feel more engaged with their companies.We started by offering a single benefit and have since expanded to three countries, serving over 140 talented people worldwide. We have secured €55 Million in venture capital funding from world-class investors, including a recent €40 Million Series B investment.Cobee has been acquired by Pluxee, marking a significant milestone in our growth journey as we continue to expand and scale globally.Our core values remain unchanged since our humble beginnings. We stay true to what we believe and to our culture: Humble ExcellenceWe are a team committed to excellence and delivering top-notch results. We make informed decisions and collaborate to succeed, approaching our endeavors with low ego and open-mindedness. We support our teammates and give them the opportunity to shine.Team InnovationWe are trailblazers, disrupting the status quo and creating something new. We embrace risk and challenge ourselves to think creatively, fostering teamwork and diversity to fuel our ideas. Everyone is encouraged to contribute and have a say in decision-making.Lean OwnershipLean Ownership means owning our actions and outcomes, proactively seeking ways to improve the company for the long haul. We prioritize and simplify to move quickly and work with full autonomy to be agile.About The RoleAs Cobee scales up (40 to +150 people in less than 1 year), we require a change in the way we operate, aiming to make processes the most efficient and provide the best service to our clients. With a growing client portfolio, we need more hands to get the job done. We are looking for an Ops-Customer Specialist for our Ops department to help solve problems and doubts about the different benefits offered.The Ops team is responsible for keeping all our clients happy with high-quality service and communication while providing fast and detailed solutions. You will be critical in ensuring that Cobee values and culture are top of mind in every hiring decision made while continuing to develop a best-in-class employee experience through forward-looking and innovative policies and frameworks around compensation, benefits, and the promotion of health wellness.The role is hybrid, requiring three days per week in the office. It is Madrid-based, with our company headquartered in the heart of the city.Main ChallengesAct as the first point of contact for our customers and ensure an excellent customer experience across different channels such as email or phone. You will be responsible for calling back our customers when they request to speak with us by phone and receiving calls from them too.Determine the cause of the problem, asking the customer for the needed information to reproduce it. Explain the best solution to solve the problem or temporary workaround. Provide support when a ticket requires escalation from the CX team regarding insurance or other benefits. Propose new ways to improve our service and processes. Identify customer needs and help customers use specific features.The Ops team is a hard-working team; we are the best-in-class, and we have a lot on our plate, be ready for it.You AreYou need to be a fast learner; a lot is going on in Cobee, and this keeps changing as we are a start-up. You have high demands on yourself; you always strive for excellence and want to find a place to learn. You are prepared to work in an environment where excellence is a must. Every detail counts, and you need to be independent and excellent. You must like speaking to clients; part of your job is directly with clients, and you need to make them feel comfortable.Job RequirementsYou have 2+ years of experience successfully being a Customer Support Agent or similar CS role, B2C preferred but not mandatory. You have experience working on the phone. You are a proactive problem-solver; always there when problems arise to fight them. You've got experience using remote support tools (Zendesk, AirCall, etc.). You are a ninja of prioritization; you are an autonomous professional who knows how to prioritize your workload and keep yourself focused. You always pay attention to detail; villains remain in detail, right? You are a team player; you effectively communicate with your peers, contribute to their growth, and are always ready to help.Why Should You Join Cobee?Excellence - We are driven by building great and impactful solutions to change the employee benefits industry in the long run. In everything we do, we go for the excellence approach.Sustainable Growth - We always keep a bootstrap mindset while we keep growing. We do this in a very sustainable way and with a lot of substance: growth and profitability are not a contradiction, and we love to find the right balance.Non-Hierarchical Innovators - We listen to everyone, no matter their position. We try to ensure that the people who implement are part of the decision-making.Flexible Benefits - Paid flexible benefits (meals, transportation, nurseries) with paid health insurance and a specific budget to spend in an annual budget for training. We are willing to meet you.
We embrace diversity and equal opportunity. We are committed to building a team with diverse backgrounds, perspectives, and skills.
Salary:€45,000 - €65,000 per annum
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