Customer Experience Agent (Permanent Position)

Why us?

• Remote flexibility; we trust our team and we are goal-oriented.
• Competitive salary in a permanent position, in accordance with candidate experience, alongside our flexible retribution system (restaurant vouchers, transport, etc.) to maximize your salary.
• Stock Options of one of the most promising and best-funded start-ups in Europe.
• Wellness and benefits plan to take care of your physical and mental health, including gym access and mental health programs.
• Day off on your birthday; we celebrate it with you.
• Training budget, company events, and team-building activities.
• A challenging and creative job in an innovative, constantly growing, fast-moving, and owner-managed company with many opportunities for growth.
• An open corporate culture with plenty of room for new ideas and impulses.
• People: Work with talented, committed, and supportive teammates.
• International work environment with more than 16 nationalities.
• No politics or bureaucracy; only a great environment for you to achieve your best work.

Your profile

• 2-3 years of customer service-related experience.
• High level of English; French or German would be a plus.
• Patience, empathy, and a unique ability to manage stress.
• Open to change, learns quickly, and adapts in an ever-changing environment.
• The ability to work under pressure and adapt to adverse situations.
• Skilled and eloquent in writing and oral communication.
• Strong communication and interpersonal skills.
• Problem-solving: you need to demonstrate a passion for dispute resolution.
• Technical aptitude and the ability to pick up new technology quickly.

Your mission

• Provide friendly and efficient service to the worldwide Spotahome community.
• Be the first point of contact to handle and resolve customer complaints.
• Address emails and phone calls from users that are not having a good experience and need assistance, including urgent situations, in a professional manner.
• Compose thoughtful and accurate messages or customize prepared responses to customer emails.
• Research information and troubleshoot problems using available resources.
• Arbitrate in situations between users and provide solutions according to our policies and procedures.
• Proactively and independently work to meet targets and goals.
• Communicate customers’ feedback and suggestions to other departments to make corrections and provide the best possible customer service.