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, and are not afraid to make a difference.
Our mission is to bring HAPPINESS into the world by dressing our customers' dreams with style, 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.
Your responsibilities include:
Representing the organization as best in class. Responding to queries related to products, services, processes, and policies. Assisting customers with finding their dream dress or accessories. Handling and resolving complaints in accordance with established policies and procedures. Responding to escalated issues in a courteous and professional manner consistent with our customer service philosophy. Reporting technical concerns to respective internal departments for resolution. Offering suggestions and advice when the customer's original choice is no longer available. Working as a team to assist the department in achieving its core KPIs. Maximizing sales opportunities through store training and commercial propositions. Liaising with retail stores to resolve customer concerns related to store experience. Utilizing multiple systems and platforms to research and determine the best course of action based on the customers' needs. Performing 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 fashion 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 and Spanish, both spoken and written.
Knowledge of another language will be a plus.
- Availability to work from 15:30 to 00:30.
What Does Pronovias Group Offer? An ethical workplace environment that embraces diversity. Benefits to improve work-life balance: flexibility on entry and exit, intensive day on Fridays, work from home policy, and special benefits for pregnant women and parents. Possibility to join our flexible remuneration plan, including health insurance, transport tickets, nursery school tickets, and training related to our business. Company canteen with subsidized meals and breakfasts. Team building activities to promote our company values: respect, innovation, empowerment, performance-driven, and teamwork. Private parking and company shuttle bus.
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