Customer Experience Agent

Summary

Join Urban Sports Group's Customer Experience team in Berlin as a compassionate and communicative CX Agent. As the first point of contact for members, you'll be the face of the company, ensuring positive interactions and support. You will find creative solutions to member requests via email and phone, build relationships, and contribute to service improvements. This role requires strong communication skills in French and German, experience in customer service, and proficiency with various tools. Urban Sports Group offers a competitive benefits package including a free Urban Sports Club membership, flexible work options, extended remote work possibilities, paid vacation, personal development budget, and a supportive team culture.

Requirements

• Ideally, you already have experience in customer service or another position requiring strong communication and interpersonal skills
• You are a strong communicator in French and German and have a good level of English
• You are reliable, organized, and able to stay calm in stressful situations
• Confident with tools such as Zendesk, remote support tools, Pipedrive, CRM systems
• You can relate to our customers and are excited about the opportunity to delight them in every interaction
• You are a self-starter, quickly seeing what needs to be done and taking a structured approach to accomplishing the task at hand

Responsibilities

• Find creative and individual solutions to the requests of our members received via email and on the phone
• Serve as the direct link between Urban Sports Club and current and potential members
• Build a relationship with our members with your positive, compassionate, and clear communication
• Help us to continuously improve our level of customer service, our user experience, and our processes and tools

Benefits

• Free Urban Sports Club L Pro Membership + Friends and Family Discount: Stay active with free membership, plus discounts for friends and family
• Flexible Work Model: Enjoy a hybrid work setup, balancing on-site and remote work options to fit your lifestyle
• Extended Remote Work Options: Work up to 120 days remotely within the EU, the UK, and Switzerland, including 30 days outside the EU. You’ll also have the option to desk-swap at our other European offices
• WorkOUT Life Balance: Take advantage of 30 days of paid vacation annually, plus two additional days for volunteering, flexible working hours, and complimentary access to our mental health provider Open U
• Personal Development: Receive an annual budget of €1,000 for professional growth, with regular internal training sessions and weekly German and English language classes
• Engaging Team Culture: Participate in regular team and company events along with wellness initiatives that help you stay productive, healthy, and engaged in a hybrid work environment