About Pronovias Group:
Headquartered in Barcelona and founded in 1964, Pronovias Group is the first global bridal group shaping the future of our industry for every bride. Our team, with around 1,000 employees, is united by a shared passion and motivation to make each woman truly happy. We are a group of pioneering bridal brands, each known for the creativity of our innovation: Pronovias, Vera Wang Bride, St Patrick, White One, Nicole, and Ladybird. The Group's bridal and eveningwear dresses are sold in more than 105 countries through a network of 100 stores and more than 4,000 points of sale.
About the Role:
We at PRONOVIAS GROUP, a global leader in the Bridal industry, are currently looking for a professional and talented Customer Engagement Agent to join our Customer Engagement Team in our Barcelona HQ. You will be a Pronovias Group Brand Ambassador, as part of the primary contact team for brides around the world, by responding to inquiries, managing complaints, troubleshooting significant customer service problems, and providing general information.
Key Responsibilities:
- Represent the organization as best in class.
- Respond to queries related to products, services, processes, and policies.
- Assist customers with finding their dream dress or accessories.
- Handle and resolve complaints in accordance with established policies and procedures.
- Respond to escalated issues in a courteous and professional manner, consistent with our customer service philosophy.
- Report technical concerns to respective internal departments for resolution.
- Offer suggestions and advice, maximizing revenue opportunities.
- Work as a team to assist the department in achieving its core KPIs.
- Exceed customer expectations no matter the type of enquiry.
- Maximize sales opportunities through store and staff training.
- Liaise with retail stores to resolve customer concerns related to store experience.
- Utilize multiple systems and platforms to determine the best course of solution based on the customers' needs.
- Perform any additional duties necessary due to the evolving needs of the business.
Requirements:
- At least 1-3 years of experience in a call center environment, preferably in the luxury sector.
- Customer service orientation and passion for the Bridal Industry.
- Outstanding listening, verbal, and written communication skills.
- Team player with a proactive, can-do attitude.
- Must be proficient in Italian and English, spoken and written. A third European language will be a plus.
What Do We Offer?
- Becoming part of a dynamic company with more than 50 years of experience.
- Join our international "family" with more than 35 nationalities worldwide.
- Ethical workplace environment that embraces the diversity that makes us special.
- Opportunity to join our "Happy World" projects to empower women and promote environmental sustainability.
- Team building activities to promote the company's values: respect, innovation, empowerment, performance-driven, and teamwork.
- Flexible work schedule (and special schedule for parents).
- Company canteen.
- Flexible Compensation Plan.
- Weekly Foreign Languages courses.
- Private parking and company shuttle bus from El Prat de Llobregat train station.
Location: Barcelona (Spain)
Contract: Temporary
Working Day: Full time
Sector: Fashion and apparel
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