Customer Service Specialist - German and English Speaker About Wellhub
Wellhub is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner.
Job Description
Your wellbeing matters. Join a company that cares.
THE OPPORTUNITY
We are hiring a Customer Experience Agent for our German and English markets to join our international Customer Experience team based in Madrid, Spain! In this role, you will be joining the European CX team, providing top-notch support to our users and gym partners in German and UK. This role is key to leveraging Wellhub user experience. You will be in charge of answering questions and managing handover requests as well as its commitment to delivering excellent service. You will also be responsible for categorizing each interaction with our customers to understand what improvements should be made or changed in the process to consistently achieve service excellence.
YOUR IMPACT
Identify and assess customers' needs (consults, after-sales requests...) to ensure satisfaction;
Manage customer communications and reply to requests by email and chat;
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, and 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, and 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;
Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues.
WHO YOU ARE
Proficient/Fluent level of German and English is required;
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 detail-oriented and genuinely care about offering top-quality service;
You are flexible, resourceful, and able to multi-task while establishing priorities and providing solutions;
You have a positive attitude, are proactive, and dynamic;
Experience with Zendesk would be a plus.
We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match the job description 100%. Please note that for this specific role, proficiency in both German and English is mandatory, and we do not offer visa sponsorship.
WHAT WE OFFER YOU
We're a wellness company that is committed to the health and well-being of our employees. Our benefits include:
WELLHUB: Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more.
FITNESS: Additional fitness subsidy to access onsite gyms and fitness studios.
FLEXIBLE WORK: Flexible hybrid and full remote work options.
FLEXIBLE SCHEDULE: Adjust working hours based on personal schedule and business needs.
PAID TIME OFF: Minimum of 25 days paid holiday per year.
PARENTAL LEAVE: 100% paid parental leave for all new parents.
CAREER GROWTH: Outstanding opportunities for personal and career growth.
CULTURE: An exciting and supportive environment filled with passionate individuals.
Diversity, Equity, and Belonging at Wellhub
We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong. Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer.
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