Customer Service Specialist with Portuguese

CooperVision; Madrid; Presencial; EUR 25.000 - 45.000; Jornada completa

Descripción de la vacante

Una empresa innovadora y líder en el sector de lentes de contacto busca un Especialista en Experiencia del Cliente. En esta emocionante posición, serás el primer punto de contacto para los clientes en Iberia, asegurando un soporte de alta calidad y un servicio diferenciador. Trabajarás en estrecha colaboración con otros departamentos, contribuyendo a la mejora de procesos internos y la comunicación con los clientes. Este rol ofrece la oportunidad de participar en proyectos locales e internacionales, siendo parte de un equipo multicultural y entusiasta que se dedica a crear futuros más brillantes para los clientes. ¡Únete a nosotros y marca la diferencia!

Servicios

Programas de bienestar

Trabajo inteligente

Ambiente multicultural

Espacio de trabajo abierto

Formación

• Mínimo 5 años de experiencia en posiciones similares.
• Experiencia en sectores B2B sería un activo.

Responsabilidades

• Proporcionar respuestas a solicitudes de clientes como información de productos y seguimiento de pedidos.
• Gestionar incidentes de envíos y documentación relacionada con devoluciones de productos.

Conocimientos

Comunicación

Trabajo en equipo

Empatía

Paquete de Office

Descripción del empleo

At CooperVision, we are proud to be a global leader in contact lenses. At our innovative sites worldwide, we manufacture and distribute contact lenses to some of the biggest names in vision correction. We’re all about creating brighter futures for our customers, our wearers and our people.

The Customer Experience Specialist is the first line of contact with Iberia customers. He is responsible for the follow-up of the Customer Journey ensuring high quality support and a differentiating service. Teamwork is essential for the simplification / integration of processes and detection of areas for improvement. The Customer Experience Specialist contributed enthusiastically and collaboratively to the results of the department. This position reports directly to the Customer Experience Leader and secondly to the Customer Experience Manager.

Essential Functions & Accountabilities

General activities :

• Participate in ad hoc projects both local (Portugal and / or Spain) and international.
• Provide support to the department Leaders and Manager on actions required by department / company needs to achieve agreed objectives.
• Actively participate in weekly team meetings giving feedback and contributing ideas for the improvement of internal processes and communication with clients.
• Work very closely and coordinated with other departments, mainly Finance and Commercial.

Main activities :

• Provide responses to customer requests such as product information, order statuses, shipment tracking, etc.
• Process customer orders in the system, under company procedures and customer requests.
• Management of incidents of shipments with couriers: deliveries in wrong addresses, collections, lost goods, etc.
• Management of documentation and products related to product returns.
• Monitoring of Backorders and / or products that are manufactured outside Spain, notifying customers if necessary.
• Correctly manage the information received about new product launches and / or promotional campaigns to ensure correct communication to our customers and be aligned with the company's business objectives.
• Review orders / subscriptions in the system and provide all necessary documentation in case of internal / external audits.

Scope

The Customer Experience department has a team specialized in Customer Service distributed by 5 work groups: Telephone Service, Customer Support, Returns, After Sales / BP Queries and EDI. The Customer Experience Specialist has direct contact with the Spanish and Portuguese markets (approximately 12,000 customers). In addition to customer support, he regularly interacts with other departments of the company: Distribution Center, Commercial Team, IT, Financial, Marketing and Professional Services. You will also have contact with other Coopervision delegations in other countries (UK, USA, etc.)

Knowledge, Skills and Abilities :

Soft Skills :

• Communication
• Teamwork
• Empathy

Skills : Office package

Work environment :

• Smart working
• Wellness Programs
• Working at Open Space
• Office based role
• Enthusiastic and multicultural atmosphere
• No availability required to travel

Experience

Minimum 5 years of experience in similar positions.

Experience in B2B sectors would be an asset.