Your wellbeing matters. Join a company that cares. GET TO KNOW US Wellhub (formerly Gympass) 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. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries. At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company.
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 the 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 an excellent service. You will also be responsible for categorizing each interaction with our customers to understand what improvements should be made in the process to consistently achieve service excellence.
YOUR IMPACT Identify and assess customers' needs 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; 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; You have a positive attitude, you 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 apply, even if they don't match the job description 100%. Please note that 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 to 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: Flexibility to adjust working hours based on personal schedules. PAID TIME OFF: A 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: A 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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