Cx Specialist

Summary

Join Wellhub, a corporate wellness platform, as a Customer Experience Agent in Madrid, Spain! You will provide top-notch support to users and gym partners in German and English. Key responsibilities include managing customer communications, resolving complaints, and maintaining the CRM system. This role requires fluency in German and English, customer service experience, and strong communication skills. Wellhub offers a comprehensive benefits package including flexible work options, paid time off, parental leave, and wellness resources.

Requirements

• Proficient/Fluent level of German and English is required
• Valuable previous experience in customer service, helpdesk, or similar
• A true team player who loves working towards both team and individual goals
• A strong communicator both written and verbal with great interpersonal skills
• You are detailed-oriented and you genuinely care about offering a top-quality service
• You are able to be flexible, and resourceful and to multi-task while establishing priorities and providing solutions
• You have a positive attitude, you are proactive and dynamic

Responsibilities

• Identify and assess customers’ needs (consults, after-sales requests...) to ensure satisfaction
• Manage customer communications and reply to requests by email and chat
• Provide accurate, valid, and complete information by using the right methods/tools, as well as communication procedures, guidelines, and policies
• Take care of customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution
• Build sustainable relationships and trust with customers through empathy and open and interactive communication
• Manage the CRM system and updates: keep records of customer interactions, process customer accounts and files, and take care of the databases
• Achieve personal/ team targets
• Collaborate closely with multiple departments to support all processes and operations (sales, financial, admin ...)
• Take the extra mile to engage customers!
• Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life balance

Preferred Qualifications

The first experience with Zendesk would be a plus

Benefits

• WELLHUB: We believe in our mission and encourage our employees and their families to take care of their wellbeing too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted
• FITNESS: Additional fitness subsidy to access onsite gyms and fitness studios
• FLEXIBLE WORK: At Wellhub, flexibility fosters a happier, healthier, and more productive work environment for everyone. As a Flexible First company, we offer two work model options: flexible hybrid and full remote, and make the office a place for collaboration, community, and team building. The model for this role can be discussed with your recruiter and hiring manager. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home
• Our offices are in Germany, Italy, Netherlands, Portugal, Romania, Spain, and the UK. You can work from any office or remotely based in any of these countries
• FLEXIBLE SCHEDULE: We understand that together, Wellhubbers and their leaders can make the best decisions for their own individual scopes. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs
• PAID TIME OFF: We know how important it is to take time away from work to recharge. Employees receive a minimum of 25 days paid holiday per year with an additional day for each year of tenure (up to 5) in addition to annual holidays (including an extra holiday on your birthday!)
• PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer 100% paid parental leave to all new parents and extended maternity leave
• CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development
• CULTURE: An exciting and supportive environment filled with passionate individuals from all over the world! You’ll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day. Find more info on our careers page !