Vendor Experience & Customer Support Specialist

The Knot Worldwide Inc.; Barcelona; Híbrido; EUR 28.000 - 32.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible vacation

Generous parental leave

Employee development opportunities

Descripción de la vacante

The Knot Worldwide Inc. is seeking a Vendor Experience Agent to join our Barcelona team. You will handle calls, emails, and chat to support customers and business partners, while resolving issues with empathy and professionalism.

In this hybrid role, you will work two days per week in the office and collaborate across departments to improve tools and processes, aiming to boost CSAT and retention. Fluency in Spanish and other languages enhances your impact.

Formación

• 1-2 years of experience in a customer-facing or service role.
• Excellent verbal and written communication skills (phone and email).
• Strong problem-solving and complaint-handling abilities.
• Customer-focused and solutions-oriented mindset.
• Ability to multitask, prioritize, and handle high workloads.
• Proficiency with CRM tools and office software (Google Suite, Zendesk, Jira).

Responsabilidades

• Handle inbound and outbound calls, emails, and chat to support customers effectively.
• Understand and respond to customer needs, directing issues to the right department when needed.
• Manage complaints, cancellation requests, and negative reviews with empathy and professionalism.
• Manage and program products such as Promonews, Home, and Newsletters.
• Perform administrative functions related to the role.
• Troubleshoot and resolve technical or operational issues and follow through to resolution.
• Document interactions accurately in CRM systems and maintain complete case records.
• Collect and share customer feedback to improve tools, processes, and overall experience.
• Build trust-based relationships with customers to foster loyalty and retention.
• Support daily CS operations and contribute to continuous process improvement.
• Consistently meet or exceed department performance metrics (CSAT, contact rate, resolution time, call response time, and other KPIs).

Conocimientos

Customer-facing experience

Communication skills

Problem-solving

Multitasking

CRM proficiency

Herramientas

Zendesk

Jira

Google Suite

Descripción del empleo

The Knot Worldwide Inc. is seeking a Vendor Experience Agent to join our Barcelona team. You will handle calls, emails, and chat to support customers and business partners, while resolving issues with empathy and professionalism.

In this hybrid role, you will work two days per week in the office and collaborate across departments to improve tools and processes, aiming to boost CSAT and retention. Fluency in Spanish and other languages enhances your impact.