Work in Lisbon for the Spanish market in a dynamic company with fixed schedule and a hybrid working model!
This is an exciting opportunity for a customer & relationship focused individual, with great attitude and work ethic. We are the leading European player in the leisure gift market offering over 180,000 unique experiences to create unforgettable memories. Our operations department is a multicultural and fast-paced environment so if this sounds like your kind of workplace, you might be the perfect fit. You will be the face of Smartbox towards our customers & partners, delivering best in class service via phone, email, chat and social media. As a customer service agent you will also be focused on strengthening our B2B partnerships base by supporting them in their daily business with Smartbox including partner onboarding, support of the use of process and tools and generally ensuring that partners are in a position to work easily and efficiently with Smartbox.
The ideal candidate should have a great attitude and work ethic to join our growing, fun and dynamic company.
Key Responsibilities include:
The customer and work on upsell during exchange and order process.
Manage incoming contacts from customers & partners by any channel: phone, e-mail, chat, social media.
Provide a professional service to support customers & partners to be more self-efficient.
Maintain specific details of customer & partner contacts & ensure actions taken on each and every case.
Provide answers or solutions as needed within our policies & help to identify improvement areas.
Handle complaints to meet instant satisfaction.
Ensure partners are aware of the latest Smartbox innovations as a means to driving partner engagement and satisfaction.
Adhere to the schedule to support colleagues and customers to your best ability.
Work with the management team to stay updated on product knowledge and be informed of any changes in company policies and processes.
Collaborate effectively with the team to deliver and exceed KPIs for quality and quantity to support brand development.
Required Competencies/Skills:
Communication skills – verbal and written - in English
Communication skills – verbal and written - in Spanish
Customer service experience (in a contact centre environment preferably) or B2B support experience (not mandatory)
Organizational, time management and problem-solving skills
Partner and solution-oriented with a professional approach
Logical, proactive, curious, flexible and positive attitude
Ability to exercise independent judgment on situations
Ability to understand complex information and processes
Ability to work in a fast-paced environment
Ability to handle calls, emails, social media or web chats and take notes at the same time
Team player with the ability to build and maintain relationships both internal & external
Desired Competencies/Skills:
Ability to work independently and also as part of a team in a very number-driven environment
Problem-solving skills
Typing skills
Experience with Salesforce or other similar CRM software
Ability to multitask and navigate through several systems at the same time
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