Job Responsibilities
We are looking for a highly motivated and solutions-oriented Customer Care Specialist to join our Customer Care Department in Spain (Barcelona).
Reporting and working closely with the Customer Experience Manager, you will be responsible for delivering outstanding service, resolving inquiries and driving customer satisfaction across all communication channels.
- Provide Expert Solutions: Deliver expert advice, troubleshooting, and solutions for product-related questions, technical issues, and service requests.
- Involvement in Quality process: Quality check on agents work, and continuous feedback with Quality team.
- Deliver training: Country specific processes.
- Knowledge update: Keep the contact center updated with the relevant information of the company (marketing promotions, product launches, etc...)
- Manage Customer Cases: Oversee the end-to-end customer query process at CRM, from initial contact to successful resolution, ensuring high levels of customer satisfaction.
- Coordinate Service & Support: Handle warranty claims, spare part requests, and repair processes in close coordination with our technical service partners.
- E-commerce Support: Support agents with questions related to our direct e-commerce platform, including order status, payments, and delivery information.
- Backlog Monitoring: CRM Control and organization of the backlog on the different queues on the CRM.
- Be the Voice of the Customer: Gather and report customer insights to internal teams (Marketing, Quality, Product) to identify trends and drive continuous improvement.
- Uphold Brand Standards: Embody the premium brand image of De'Longhi Group, in every single customer interaction.
Job Profile
Skills and experiences:
- University Degree
- Proficiency in Spanish (spoken & written)
- Fluent in English is required (spoken & written)
- Previous experience in a similar position (2 years) or in a customer-facing role (e.G., Customer Service, Technical Support, Contact Centre).
- High level in Office
Soft Skills:
- Proactivity & Results-Oriented: Ability to anticipate needs, take initiative, and focus on achieving objectives.
- Communication: Exceptional verbal and written communication skills, with a clear, professional, and empathetic tone.
- Problem-Solving: Strong analytical and troubleshooting skills;
you are a solutions-oriented person who loves solving puzzles.
- Tech-Savvy: Proficient in using CRM software (e.G., Salesforce, Zendesk) and standard office applications (MS Office).
- Attitude: A positive, resilient, and "can-do" attitude, with a genuine passion for helping people.
- Multitasking: Ability to manage multiple priorities and communication channels simultaneously in a fast-paced environment.
- Positive attitude.
Benefits:
- Be part of a leading international company with a dynamic and collaborative work environment, and inclusive culture
- Adaptable benefit system
- Healthcare Insurance
- Wellbeing initiatives and Benefits
- Full training Package
- Lunch voucher
- Free Parking
- Hybrid work model promoting flexibility
Our values:
Ambition, Courage, Passion, Competence, Teamwork, Heritage & Respect
At the De'Longhi Group, we promote equal opportunities for all. We firmly reject and condemn any form of discrimination based on age, gender, sexual orientation, health, race, nationality, cultural background, political opinions, religious beliefs, or membership in associations or unions.