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.
We seek people who are passionate about Fashion, love to be part of a growing and challenging international environment, inspiring and empowering people, and are not afraid to make a difference.
Our mission is bringing HAPPINESS into the world by dressing with style our customers' dreams, being the best partner to our clients, and building together an exciting place to work.
At Pronovias Group, we are an equal opportunity employer.
Your race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status don't make a difference here.
In our company, we want you to come as you are to be the best version of yourself.
About the role: 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.
Representing 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, e.g., where the customer's original choice is no longer available, or viable, make suggestions and recommendations to maximize revenue opportunities for both us and the customer. Work as a team to assist the department in achieving its core KPIs. Exceed customer expectations no matter the type of inquiry. Make each customer feel that nothing is too much trouble for us. Maximize sales opportunities - store training, staff training, commercial propositions. Liaise with retail stores to resolve customer concerns related to store experience. Utilize multiple systems and platforms to research and determine the best course of solution based on the customers' needs. Any additional duties that are necessary due to the evolving needs of the business. Minimum 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 English spoken and written. High level of French will be a plus. Availability to work from 15.30h to 00.30h.
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