CUSTOMER CARE SPECIALIST COORDINATOR-FULLTIME-POZUELO DE ALARCÓN MADRID

Skinvity; Pozuelo de Alarcón; On-site; EUR 28,000 - 40,000; Full time

Job summary

A wellness technology company is seeking a Full Time Customer Care Specialist Coordinator in Pozuelo de Alarcón. The role requires proficiency in English and Spanish, focusing on enhancing customer experiences across Europe. Key responsibilities include managing inquiries through various channels, overseeing operational processes, and driving strategic initiatives for customer satisfaction. Ideal candidates should have 3 to 4 years of experience in customer advisory coordinator roles and strong skills using CRM tools and Microsoft Excel. There are opportunities for professional growth within a rapidly expanding sector.

Qualifications

• 3 to 4 years of experience in customer advisory coordinator roles.
• Knowledge of other languages like French, German, Portuguese, or Italian is a plus.
• Experience in the luxury or beauty sector is beneficial.

Responsibilities

• Propose and develop strategic initiatives for customer experience.
• Ensure compliance with customer care objectives.
• Address customer inquiries through various channels.
• Manage and analyze operations with logistics partners.
• Supervise AI Assistant quality and responses.
• Understand customer needs to tailor actions to profiles and requirements.
• Acquire knowledge of our product range to provide best information and advice.
• Manage digital platforms and support marketplace operations when required.
• Coordinate with our logistics partner to optimize customer solutions.
• Handle orders, returns, and incidents on logistics platforms.
• Identify cross-selling opportunities and prioritize customer needs.
• Ensure orders follow established processes and resolve deviations promptly.
• Monitor metrics and propose improvements to boost customer satisfaction.
• Act as brand support at events and in-person actions to ensure brand consistency.
• Proactively contact customers about abandoned carts to recover potential sales.
• Support abandoned cart recovery with calls and follow-ups.
• Maintain a problem-solving mindset to enhance satisfaction and retention.
• Oversee AI Assistant responses to ensure Skinvity tone and quality.

Skills

Proficiency in English

Proficiency in Spanish

Strong communication skills

Customer service experience

Microsoft Excel proficiency

CRM tools experience

E-commerce familiarity

Multitasking abilities

Tools

Helpwise

Shopify

Woocommerce

Job description

Our company aims to become the reference site for Femtech and wellness technology. We deliver top-of-the-line devices for home use, with women’s well-being as a common denominator.

To keep up with our fast growth, we are looking for extraordinary people to help us meet these extraordinary challenges.

We are seeking a Full Time Customer Care Specialist Coordinator, proficiency in spanish and english, to join our team. We’re looking for a passionate, high-performing, “hands-on,” and talented individual.

As part of the Skinvity Team, your main mission will be to connect with our customers in Spain and Europe, ensuring they have an exceptional experience and thereby enhancing their loyalty to our brand.

Responsibilities

• Propose, develop, and contribute to the definition and execution of strategic initiatives and improvement projects related to processes, tools, automation, and customer experience.
• Ensure compliance with the objectives of the Customer Care area, collaborating closely with the team and other departments.
• Collaborate as part of the team, understanding that individual goals align with overall team objectives.
• Offer clients an exceptional experience through a friendly, positive, and “can-do” attitude.
• Address doubts, inquiries, incidents, or suggestions in a personalized manner through Skinvity’s channels (social media, email, phone, etc.).
• Identify and understand customer needs to drive actions tailored to their profiles and requirements.
• Acquire comprehensive knowledge of our product range to provide customers with the best information and advice.
• Manage different digital platforms effectively and support marketplace operations when required.
• Coordinate, analyze, and supervise various operations with our logistics partner to provide optimal solutions to our customers.
• Handle orders, returns, and incidents on the logistics platform.
• Identify cross-selling opportunities when possible, always prioritizing customer needs.
• Ensure that orders follow established processes and promptly resolve any deviations from day-to-day operations.
• Monitor departmental metrics continuously to understand the current situation and propose and implement improvements to enhance customer satisfaction.
• Act as brand support in events and in-person actions, representing Skinvity and ensuring a consistent brand experience.
• Proactively contact customers regarding abandoned carts to resolve doubts, provide guidance, and recover potential sales.
• Support abandoned cart recovery actions through phone calls and direct customer follow-ups, contributing to conversion and revenue growth.
• Maintain a highly resolutive problem-solving mindset, contributing actively to customer satisfaction and retention.
• Supervise the correct performance and quality of responses of the AI Assistant, ensuring alignment with Skinvity’s tone, standards, and processes.
• Support the management and organization of the Customer Care area, contributing to its structure and continuous improvement.

Requirements

• 3 to 4 years of successful experience in customer advisory coordinator roles (international experience is a plus).
• Advanced proficiency in Microsoft Excel.
• Proficiency in spoken and written English and Spanish (knowledge of French, German, Portuguese, or Italian is highly valued).
• Experience in the luxury or beauty sector is a plus.
• Experience with CRM tools, Helpwise, or other customer service platforms.
• Familiarity with social media platforms and e-commerce (Shopify, Woocommerce, others.)
• Strong communication and interpersonal skills.
• Excellent multitasking, prioritization, and organizational abilities.
• An opportunity to act as an entrepreneur within a leading, high-growth company in a fast-growing sector.
• Room for exponential personal and professional development.
• Salary based on the candidate’s profile.