Technical After Sales Agent (m/f/d)

METRO Markets; Alcalá de Henares; Híbrido; EUR 25.000 - 35.000; Jornada completa

Descripción de la vacante

Join a dynamic after-sales team at a leading B2B marketplace, supporting chefs and hoteliers across Europe. In this hybrid role, you'll resolve technical issues, guide customers through troubleshooting, and work closely with service partners. With a focus on customer satisfaction and collaboration, you'll thrive in a fast-paced environment while gaining hands-on experience with professional kitchen equipment.

Servicios

Structured onboarding and continuous training

Hybrid working setup with modern workspace

Access to professional kitchen gear

Formación

• Fluent in Spanish and English, plus at least one other language.
• Experience coordinating with repair partners is a plus.
• Willingness to learn and adapt in a technical environment.

Responsabilidades

• Handle escalated after-sales issues via phone and email.
• Guide customers through troubleshooting and dispatch technicians if needed.
• Document actions accurately in Freshdesk for claims and follow-up.

Conocimientos

Customer-centric mindset

Technical troubleshooting

Negotiation skills

Complaint-handling skills

Collaboration

Descripción del empleo

Online marketplaces have never been this awesome.

Join Our New Team in Azuqueca de Henares!

Make life easier for chefs and hoteliers across Europe
METRO Markets is building a brand-new After-Sales Team in Azuqueca de Henares (Guadalajara, 30 min from Madrid).
Your mission: help our professional HoReCa customers keep their ovens hot, their fridges cool and their guests happy by resolving technical issues on equipment bought through the METRO / makro online marketplaces in France, Germany, Spain and beyond.

What you’ll do

• Handle escalated after-sales dossiers (phone & email) coming from front-line Customer Service.
• Review customer evidence (photos, videos, error codes), diagnose the root cause and decide next steps.
• Guide customers through remote troubleshooting or dispatch a technician when on-site diagnostics are needed.
• Verify warranty coverage, prepare clear cost estimates for out-of-warranty repairs and negotiate fair solutions in line with our Generosity Framework .
• Act as the main contact for external service partners: track open jobs, remove blockers, keep everyone informed.
• Document every action in Freshdesk with the accuracy needed for carrier claims and legal follow-up.
• Work in a hybrid setup : part remote, part on-site in our warehouse—so you can see, touch and test the equipment you support.

You've got

Customer-centric mindset and genuine enjoyment in solving unique technical cases.

Languages: fluent Spanish and English plus at least one of French, German, Portuguese, Dutch or Italian (the more, the better).

Confidence to run step-by-step troubleshooting by phone or e-mail.
You don’t need to be a certified engineer— curiosity and a willingness to learn are key, and we’ll train you thoroughly.

Strong negotiation & complaint-handling skills; you stay calm when a chef is in the weeds.

Experience coordinating with repair partners or field technicians (nice-to-have, not mandatory).

Collaborative spirit: you work hand-in-hand with front-line CS agents to deliver a seamless customer journey.
Readiness for a call- centre style environment —but with the extra perk of hands-on access to professional kitchen gear.

We've got

• A dynamic, scale-up atmosphere backed by the global METRO / makro Group.
• Clear ownership from day one and room to innovate.
• Structured onboarding & continuous training (Freshdesk, Genesys, product know-how , error-code matrix).
• Hybrid working (home + Azuqueca warehouse) including a modern workspace, laptop and—if needed—a company phone.
• An engaged, multilingual team that values collaboration, humor and ownership . About METRO Markets We are the B2B marketplace of the METRO / makro Group. Since launching in 2019 we’ve expanded to six European countries, giving hotels, restaurants and caterers a one-stop shop for everything from cutlery and terrace furniture to pizza ovens and refrigeration. Join us in shaping the future of professional hospitality commerce!

We create the future of B2B commerce by giving business relationships a platform. Our marketplace enables millions of business owners all over the world to focus on what they do best – delight others.