About the Role
Title: CX Specialist ( German and UK markets)
Location: Spain (Remote)
Job Description:
GET TO KNOW US
Gympass is a corporate wellness platform that connects you to thousands of fitness & wellness partners, all with one simple monthly membership. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 offices around the world. At Gympass, you not only have the opportunity to build a career in a fast-paced global environment – but you’ll make wellbeing universal, so everyone can be happy and healthy.
THE OPPORTUNITY
We are hiring a Customer Experience Agent for our UK/German market to join our international Customer Experience team based in Madrid!
Full-time
Working hours: Monday – Thursday 12:00 am – 9:00 pm, Fridays 10:00 am – 7:00 pm
In this role you will be joining the European CX team, providing top-notch support to our users and gym partners in the UK and Germany. This role is key to leveraging the Gympass user experience. You will be in charge of answering questions and managing handover requests as well as its commitment to delivering an excellent service. Apart from that, you will be responsible for categorizing each interaction with our customers so that we can understand what improvements should be made or changed in the process in order to consistently achieve service excellence. This is a great opportunity to join a multicultural team and work at one of the fastest-growing companies in the world.
YOUR IMPACT
Reporting to the Coordinator of Customer Experience Europe, you will ensure top-quality service to our customers in the UK and Germany and contribute to the company’s success.
- 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 using the right methods/tools and 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!
WHO YOU ARE
- Proficiency in both German and English at an advanced level 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 can be flexible, resourceful, and multi-task while establishing priorities and providing solutions.
- You have a positive attitude, you are proactive and dynamic.
- The first experience with Zendesk would be a plus