The Challenge
We are looking for an Italian -speaking Customer Service Specialist who will report directly to our Customer Service Team Lead. We are looking for someone with a strong customer-centric mindset to join our constantly evolving team to ensure a high level of customer service focused on enhancing customer satisfaction. Our team's mission is to be able to transform potential friction into a "wow" experience.
What You Will Do
- Resolve Complex Customer Issues: Manage and resolve high-complexity user inquiries across various channels, ensuring timely and satisfactory solutions.
- BPO Support: Facilitate communication, provide support, and collaborate with external BPO partners to optimize service delivery.
- Performance Monitoring: Monitor customer service KPIs, analyze deviations, and proactively propose improvement actions.
- Process Optimization: Identify opportunities to streamline processes and participate in continuous improvement projects within the department.
- Cross-Functional Collaboration: Build strong relationships with relevant departments (Logistics, Legal, Customer Experience, etc.) to recommend customer-focused policies and practices.
- Customer Satisfaction: Consistently deliver excellent customer service, ensuring high levels of user satisfaction throughout the support journey.
- Adaptability: Embrace change and readily take on new responsibilities or tasks as needed, contributing to the dynamic growth of our team and business.
What We’re Looking For
- You have excellent verbal and written communication skills in Italian, English, and Spanish.
- You have an analytical mind and are comfortable working with data (spreadsheets, data visualization tools).
- You demonstrate outstanding problem-solving skills and the ability to operate autonomously.
- You can build effective relationships with cross-functional partners.
- You are passionate and have a strong customer-centric focus.
- Experience in Customer Service in a multi-channel customer service environment is a plus.
- Experience using Zendesk or similar tools is a plus.
- Nice to have: Bachelor's degree in Business, Economics, or Engineering.
Do note that all our jobs are Barcelona based. "We work in a hybrid model, we offer a flexible work environment where regular office attendance is expected for which the frequency is determined at a team level
Wallapop is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees as we want Wallapop to be a place for everyone.
Additionally to the opportunity to contribute to an agile product set up and work together towards achieving our meaningful mission, we offer the following Perks & Benefits :
- Competitive phantom shares package for all employees
- Generous individual learning budget of 2k per year
- Group and individual English, Catalan & Spanish lessons as part of our working day
- Private Health Insurance with Cigna
- Flexible working hours + short Fridays
- Adaptable remuneration to deduct from gross salary (kindergarten/food/transport check)
- Gym & Wellness plan, including physiotherapist in the office
- Generous referral Program & Charity Donation
- Bonus for weddings & newborns
- Wallapop Renta (Tax income support)
- Monthly plan for free shipping, bumps & home-pick-up on our services
- Workiversary Gifts and Birthday Surprises
- Contribution towards your WIFI in your monthly payroll
- One-off