Customer Care Agent - (German / English) - M / F / NB (Barcelona)

Click&Boat; Barcelona; Presencial; EUR 25.000 - 45.000; Jornada completa

Descripción de la vacante

An established industry player in boat rentals is seeking a dynamic team member for their Customer Success Team. This role offers an exciting opportunity to engage with diverse customers and enhance their boating experiences. You'll be at the forefront of operations, project management, and coaching, ensuring exceptional service delivery. With a vibrant workplace culture and flexible remote working policies, you'll thrive in a supportive environment that values innovation and teamwork. If you have a passion for problem-solving and customer service, this could be the perfect career journey for you!

Servicios

Training Opportunities

Lunch Vouchers

Gym Memberships

Team Events

Flexible Remote Working

Formación

• Fluent in English and German; Spanish or Italian is a plus.
• 1+ years of experience in customer service roles required.

Responsabilidades

• Manage complex customer inquiries and disputes effectively.
• Coordinate seasonal staff training and analyze KPIs for improvements.
• Guide seasonal employees and conduct quality reviews during peak seasons.

Conocimientos

Problem-Solving

Time Management

Customer Service

Analytical Skills

Organizational Skills

Flexibility

Educación

1+ years in customer-facing roles

Descripción del empleo

Click&Boat is the leading global platform for boat rentals, making boating accessible worldwide while helping boat owners optimize their services. Since 2013, we've grown exponentially, acquiring companies in Spain, Germany, and France, and merging with the world’s largest boating marketplace.

Today, we operate in over 50 countries and 600 destinations with a dynamic team of 200 employees from 20+ nationalities. Our headquarters float on the Seine River in Paris, complemented by offices in Lorient and Barcelona.

Excited to Come Aboard?

We’re proud of our "Happy at Work" badge, which reflects our commitment to fostering a vibrant and collaborative workplace. Be part of a company on an ambitious mission to redefine the global boating experience!

The Team

You will join Click&Boat's Customer Success Team, a pivotal unit that ensures seamless user experiences for boat owners and tenants. Reporting directly to the Head of the team, you will balance Operations, Project Management, and Coaching & Quality Review responsibilities, contributing to our vision of exceptional service delivery.

Your tasks:

1. Operations (70%): Serve as the escalation point for complex or high-priority customer inquiries, managing communications via email (80%) and phone (20%).
2. Mediate disputes between boat owners and tenants, finding equitable solutions aligned with our general terms and conditions.
3. Manage critical cases such as last-minute cancellations, ensuring smooth resolutions and providing feedback to improve service quality.

1. Project Management (20%): Prepare for high-season operations by coordinating seasonal staff training, onboarding, and analyzing end-of-season KPIs to enhance future processes.
2. Identify opportunities for product and process improvements, creating reports on user feedback and system bugs to support development teams.
3. Participate in the hiring process of the team staff with a key role during the recruitment process.
4. Collaborate with cross-functional teams to optimize workflows and contribute to the global mission of reducing contact ratios and improving response times.

1. Coaching and Quality Review (10%): During high season (April-September), guide and support seasonal employees, conducting quality reviews and leading training sessions to uphold service excellence.

Why Join Us?

1. Hands-On Learning: Develop expertise across operations, project management, and customer success in a fast-paced, innovative environment.
2. Global Exposure: Interact with a diverse team and clientele, honing your problem-solving and communication skills in a multilingual context.
3. Scale-Up Culture: Join a rapidly growing company with ambitions to lead the global boat rental market.
4. Inspiring Workspaces: Work in vibrant offices like our coworking space in Barcelona’s Poblenou district, just 20 minutes from the beach.
5. Flexible Remote Working policies: Enjoy a hybrid work model that balances office collaboration and remote work, offering the freedom to work from home part of the week while staying connected with your team.
6. Extra Perks: training opportunities, lunch vouchers, gym memberships, team events, and more!

Start Date: ASAP

Duration: Indefinite

Preferred Experience and Skills

We’re seeking motivated, detail-oriented team players with a passion for problem-solving and a knack for delivering excellent service.

Language Skills: Fluent in English and German. Spanish or Italian are a plus.

Customer Experience: 1+ years of previous experience in customer-facing roles is required.

Solution-Oriented: Comfortable handling challenging situations and finding creative resolutions.

Time Management Skills: Demonstrated ability to prioritize tasks effectively, meet deadlines, and handle multiple responsibilities in a fast-paced environment.

Organized and Flexible: Thrives in a dynamic environment, especially during high-season periods with weekend shifts.

Analytical Skills: Ability to interpret data and propose process improvements.

Passion for Boating: An interest in boating or a connection to our industry is a bonus!

Ready to make waves with us? Apply now and set sail on an exciting career journey with Click&Boat!