.Your wellbeing matters. Join a company that cares.GET TO KNOW USWellhub (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 OPPORTUNITYWe are hiring a Customer Experience Agent for our Spanish and Italian market 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 Spain and Italy. This role is key to leveraging the 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 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 to ensure satisfaction; - Manage customercommunications 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 Italian, Spanish 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 a top-quality service; - You are able tobe flexible, resourceful, and multi-task while establishing priorities and providing solutions; - You have a positive attitude, you are proactive and dynamic; - The first experience with Zendesk would be a plus.We recognize that individuals approach job applications differently
