About Us
We are CooperVision, a global leader in contact lenses. Our innovative sites worldwide manufacture and distribute contact lenses for some of the biggest names in vision correction.
Job Title: Customer Experience Specialist
The Customer Experience Specialist is the first point of contact for Iberia customers. They are responsible for following up on the Customer Journey, ensuring high-quality support and a differentiating service.
Key Responsibilities:
* Participate in ad hoc projects at local and international levels.
* Support department leaders and managers in achieving objectives.
* Actively participate in team meetings, providing feedback and ideas for process improvements.
* Coordinate with other departments, mainly Finance and Commercial.
Main Activities:
* Respond to customer requests such as product information and order statuses.
* Process customer orders according to company procedures and customer requests.
* Manage shipment incidents with couriers.
* Handle documentation and products related to returns.
* Monitor backorders and notify customers as needed.
* Manage information regarding new product launches and promotional campaigns.
* Review orders/subscriptions and prepare documentation for audits.
About the Team
The Customer Experience department is divided into five work groups. The specialist will have direct contact with approximately 12,000 customers in the Spanish and Portuguese markets.
Requirements
* Minimum 5 years in similar roles.
* Experience in B2B sectors is a plus.
1. Soft Skills:
* Excellent Communication.
* Teamwork.
* Positive Attitude.
* Empathy.
* Emotional Intelligence.
* Active Listening.
* Problem-solving.
2. Hard Skills:
* Proficiency in Office Suite.
* Bilingual in Portuguese and Spanish.
* Intermediate English.
* Salesforce and App Management.
About the Work Environment
* Smart Working.
* Wellness Programs.
* Open Space Office.
* Office-based Role.
* Enthusiastic and Multicultural Atmosphere.