Customer Service Specialist - DE and EN 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. We are hiring a Customer Service 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 the Wellhub user experience.
YOUR IMPACT
1. Identify and assess customers' needs (consults, after-sales requests...) to ensure satisfaction;
2. Manage customer communications and reply to requests by email and chat;
3. Provide accurate, valid, and complete information by using the right methods/tools, as well as communication procedures, guidelines, and policies;
4. Take care of customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution;
5. Build sustainable relationships and trust with customers through empathy and open and interactive communication;
6. Manage the CRM system and updates: keep records of customer interactions, process customer accounts and files, and take care of the databases;
7. Achieve personal/team targets;
8. Collaborate closely with multiple departments to support all processes and operations (sales, financial, admin...);
9. 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
1. Proficient/Fluent level of German and English is required;
2. Valuable previous experience in customer service, helpdesk, or similar;
3. A true team player who loves working towards both team and individual goals;
4. A strong communicator both written and verbal with great interpersonal skills;
5. You are detail-oriented and genuinely care about offering top-quality service;
6. You are able to be flexible, resourceful, and multi-task while establishing priorities and providing solutions;
7. You have a positive attitude, and you are proactive and dynamic;
8. The first 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%.
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