Customer Experience Agent

About our CrewClick&Boatis a rental platform product ofBoats Group,the fastest-growing digital business in the recreational boating space.
We are a talented team of techies, creatives, marketers, closers and customer advocates who spend each day pushing the boundaries of technology to make buying, selling & renting boats easy.
We spend each day surrounded by 500,000 boats from across the globe
Click&Boat is the European leader in boat rentals.
Our marketplace makes boating accessible around the world, from a day trip to a week-long adventure, while enabling private and professional boat owners to generate additional income through rentals.
To support this growth, we are hiring aCustomer Experience Agentto join a dynamic team in our Barcelona office and continue building a world-class, creative organization by finding the best talent for our incredible culture.
The roleIn Click&Boat, there are 3 main operational Business Units :Supply:deals with boat owners and make sure the boats available on our platform generate revenues with the highest quality of service.
Sales:deals with tenants and supports them all along a booking process, from quotations to closing the deal.
Customer Care:represents the point of contact for our customers after a booking is closed by the Sales team (before, during and after the trip), and makes the link between boat owners and tenants (booking modification or cancellation, insurance or accident issues, etc).
As Customer Experience, you will integrate the Customer Care crewand will play a key part insupporting our users, and collaborating closely withthe Finance, Sales and Supply crew membersacross teams to deliver a high-quality work.
If you're excited about marketplaces, digital business and dynamic environments, you might be exactly who we're looking for.
What floats your boatAs a central part of our day-to-day operations, your main mission will be tohandle customer interactions efficiently, managingservice-related issues, complaints, and claimsbetween boat owners and renters.
While your work will focus onresolving ticketsand ensuring smooth communication, you will also contribute tomaintaining our service qualitystandards andsupporting seasonal team membersduring the high season.
Operations (80%)Low season (October
- March)Manageincoming inquiriesfrom boat owners and renters viatickets and phone calls .
Provideaccurate and timely responses, ensuring issues are properly documented and resolved.
Handleroutine requests, updates, and follow-ups to maintain a high level of customer satisfaction.
High season (April
- September)Act as anescalation pointforcomplex or urgent cases, managing communication viaemail (80%)andphone (20%) .
Mediate disputesbetween boat owners and renters, investigating claims andnegotiating fair solutionsin line with Click&Boat'sterms and conditions .
Managecritical casessuch aslast?minute cancellations, service complaints, or boat damage, ensuring efficient resolution and clear communication between all parties.
Report recurring issues or feedbackto help improve our internal processes and overall service quality.
Internal process analysis and update (10%)Prepare forhigh-season operationsby coordinating seasonal staff training, onboarding, and analyzing end?of?season KPIs to enhance future processes.
Identify opportunities forproduct and process improvements, creating reports on user feedback and system bugs to support development teams.
Collaborate withcross?functional teamsto optimize workflows and contribute to the global mission of reducing contact ratios and improving response timesContribute to seasonal operations by helping preparetrainingmaterials, supportingonboardingsessions, and assisting temporary staff during the high seasonCoaching and Quality Review (10%)During high season (April-September), guide and support seasonal employees, conductingquality reviewsand leading training sessions to uphold service excellenceWhat you bring aboardWe're seeking motivated, detail?oriented team players with a passion for problem-solving and a knack for delivering excellent service.
Language

Skills:
Bilingual inFrenchand fluent in English.
Customer

Experience:
1+ years of previous experience in customer-facing roles is required, handling legal complaints and complex users conflicts.
Solution-Oriented:Comfortable handling challenging situations and finding creative resolutions.
Time Management

Skills:
Demonstrated ability to prioritize tasks effectively, meet deadlines, and handle multiple responsibilities in a fast?paced environment.
Organized and Flexible:Thrives in a dynamic environment, especially during high-season periods with weekend shifts.
Process-oriented and methodical:enjoys following structured workflows and continuously improving efficiency in daily operations.
Queue management mindset:takes satisfaction in maintaining a clean, organized ticket queue and ensuring no requests remain unresolvedBonus points (great to have, never a dealbreak