Our company aims to become the reference site for Femtech and wellness technology. We deliver top-of-the-line devices for home use, with women's well-being as a common denominator.
To keep up with our fast growth, we are looking for extraordinary people to help us meet these extraordinary challenges.
We are seeking a Full Time Customer Care Specialist Coordinator, proficiency in spanish and english, to join our team. We're looking for a passionate, high-performing, "hands-on," and talented individual.
As part of the Skinvity Team, your main mission will be to connect with our customers in Spain and Europe, ensuring they have an exceptional experience and thereby enhancing their loyalty to our brand.
Responsibilities
* Propose, develop, and contribute to the definition and execution of strategic initiatives and improvement projects related to processes, tools, automation, and customer experience.
* Ensure compliance with the objectives of the Customer Care area, collaborating closely with the team and other departments.
* Collaborate as part of the team, understanding that individual goals align with overall team objectives.
* Offer clients an exceptional experience through a friendly, positive, and "can-do" attitude.
* Address doubts, inquiries, incidents, or suggestions in a personalized manner through Skinvity's channels (social media, email, phone, etc.).
* Identify and understand customer needs to drive actions tailored to their profiles and requirements.
* Acquire comprehensive knowledge of our product range to provide customers with the best information and advice.
* Manage different digital platforms effectively and support marketplace operations when required.
* Coordinate, analyze, and supervise various operations with our logistics partner to provide optimal solutions to our customers.
* Handle orders, returns, and incidents on the logistics platform.
* Identify cross-selling opportunities when possible, always prioritizing customer needs.
* Ensure that orders follow established processes and promptly resolve any deviations from day-to-day operations.
* Monitor departmental metrics continuously to understand the current situation and propose and implement improvements to enhance customer satisfaction.
* Act as brand support in events and in-person actions, representing Skinvity and ensuring a consistent brand experience.
* Proactively contact customers regarding abandoned carts to resolve doubts, provide guidance, and recover potential sales.
* Support abandoned cart recovery actions through phone calls and direct customer follow-ups, contributing to conversion and revenue growth.
* Maintain a highly resolutive problem-solving mindset, contributing actively to customer satisfaction and retention.
* Supervise the correct performance and quality of responses of the AI Assistant, ensuring alignment with Skinvity's tone, standards, and processes.
* Support the management and organization of the Customer Care area, contributing to its structure and continuous improvement.
Requirements
* 3 to 4 years of successful experience in customer advisory coordinator roles (international experience is a plus).
* Advanced proficiency in Microsoft Excel.
* Proficiency in spoken and written English and Spanish (knowledge of French, German, Portuguese, or Italian is highly valued).
* Experience in the luxury or beauty sector is a plus.
* Experience with CRM tools, Helpwise, or other customer service platforms.
* Familiarity with social media platforms and e-commerce (Shopify, Woocommerce, others.)
* Strong communication and interpersonal skills.
* Excellent multitasking, prioritization, and organizational abilities.
* An opportunity to act as an entrepreneur within a leading, high-growth company in a fast-growing sector.
* Room for exponential personal and professional development.
* Salary based on the candidate's profile.
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