Customer Experience Representative

**GET TO KNOW US**

We simplify wellness so you can find everything in one place. Gympass is a corporate wellness platform that connects you to thousands of fitness & wellness partners, all with one simple monthly membership. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 offices around the world. At Gympass, you not only have the opportunity to build a career in a fast-paced global environment - but you'll make wellbeing universal, so everyone can be happy and healthy.

**WHAT MAKES A GYMPASSER?**

We are passionate about our mission Whatever your job title is, here you can make a global impact and change people's lives. At Gympass, we collaborate, set high achievable goal expectations, and focus on the end result. It's a challenging, evolving environment that allows you to learn and grow. You will face a disruptive and emerging business model that will push you in several areas, with no boundaries for creation and collaboration.

**THE OPPORTUNITY**

We are hiring a **Customer Experience Representative **for our **Italian market** to our international **Customer Experience** team** based in Madrid**
- **Full-time**:

- **Working hours**:Monday - Thursday 11:00 am - 8:00 pm, Fridays 9:00 am - 6:00 pm

**YOUR IMPACT**

Reporting to the Coordinator of Customer Experience Europe, you will ensure a top-quality service to our customers in Italy and contribute to the company's success.
- Identify and assess customers' needs (consults, after-sales requests...) to ensure satisfaction.
- 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, 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, 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

**WHO YOU ARE**
- Mandatory **native level of Italian, high level of english **+ valuable other languages (spanish)
- 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, resourceful and to multi-task while establishing priorities and providing solutions.
- You have a positive attitude, you are proactive and dynamic.
- First experience with Zendesk would be a plus

**WHAT WE OFFER YOU**

**We're a wellness company that is committed to the health and well-being of our employees. Our benefits include**:
**Gympass discount**:We believe in our mission and encourage our employees and their families to find their passion too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more.

**Parental leave**: 100% paid parental leave of 12 weeks to all new parents (of both biological and adopted children, regardless of gender and parent's relationship with the co-parent) + 100% paid birth leave of 14 weeks.

**Career growth**: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.

**Culture**: An exciting and supportive atmosphere with ambitious people from around the world

**_
- Gympass is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law._

Questions on how we treat your personal data? See our Job Applicant Privacy Notice.