Customer Service Manager at Zapiplay

Zapiplay Group; Tarragona; On-site; EUR 26,000 - 42,000; Full time

Job summary

Zapiplay Group in Tarragona, Spain, is seeking a full-time, on-site Customer Success and Operations team member. You will provide comprehensive support to customers by email and telephone and collaborate with product experts to resolve issues and improve the product.

The role emphasizes ongoing learning, process improvements, and contributing to our knowledge base. Fluent Spanish (C2) and English, plus completed training, are required.

Qualifications

• You have successfully completed your training.
• Ideally, 2 years in customer service or ticket management.
• Strong written and spoken Spanish (C2) and English.

Responsibilities

• Provide comprehensive and professional support for customers by email and telephone.
• Work with product experts to resolve difficult issues and update the product.
• Contribute to continuous improvement of processes and the internal knowledge base.

Skills

Customer service

Ticket management

IT-savvy

Spanish (C2)

English

Education

Completed training

Tools

Zendesk

JIRA

Confluence

Job description

This Full time on site position offers great opportunities for career growth.

We are Zapiplay, a full service marketing and design agency based in the UK and Spain. We are looking for people to join us in our mission to provide world-class solutions to medium-sized businesses around the world. We are passionate about driving our clients' growth and are looking for people who take pride in their work and enjoy having a bit of fun at the same time. We're looking for talent to do something great together. We hire people like you: ambitious and forward-thinking people who want to be more than just another employee. Will you be one of them? As part of the Customer Success and Operations Team, you will make a significant contribution to ensuring that our customers understand the product and use it optimally. You collect feedback, drive customer growth and thereby help take HR processes to a new level. The long-term satisfaction of our customers is your success!

These tasks await you:

• Comprehensive and professional support for our customers by email and telephone.
• The opportunity to constantly develop your knowledge and skills: consultations are exciting, varied and anything but ordinary.
• Work with product experts to resolve difficult issues and update the product.
• Active contribution to the continuous improvement of our processes and the expansion of our internal knowledge base.

WHAT YOU NEED TO SUCCEED

• You have successfully completed your training.
• Ideally, you have 2 years of professional experience, preferably in customer service and ticket management.
• You are IT-savvy, have good analytical skills and quickly familiarises yourself with new software and tasks.
• You find it exciting to help customers in a wide variety of businesses and industries make the best possible use of Zapiplay.
• When confronting problems, you approach things in a proactive and solution-oriented way.
• Your expressiveness and communication skills are reflected in your confident writing.
• You have very good spoken and written Spanish (level C2) and English.

YOUR APPRENTICESHIPS

• Experience, including in Zendesk tools, JIRA, Confluence, etc.
• Independent and solution oriented work in a dynamic team.
• Requirements management and customer communication in a fast-growing environment ... and of course you will become a Zapiplay expert!

What you will get

• Continuous learning - Training is provided on all major platforms, tools and technologies.
• Access to hundreds of resources, courses and training materials online.
• Growth opportunities - Zapiplay grew by more than 250% in the last 3 years, and merit-based promotion opportunities are plentiful for new family members who meet or exceed job performance metrics.

Salary

Permanent contract Fixed salary