CX Specialist ( English native Speaker)

<p><strong>Apply now for a career that puts wellbeing first!</strong></p> <p><strong>GET TO KNOW US</strong></p> <p>Gympass is a corporate wellness platform that connects you to thousands of fitness &amp; wellness partners, all with one simple monthly membership. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 offices around the world. At Gympass, you not only have the opportunity to build a career in a fast-paced global environment - but you'll make wellbeing universal, so everyone can be happy and healthy. </p> <p><strong>THE OPPORTUNITY </strong></p> <p>We are hiring a <strong>Customer Experience Agent </strong>for our <strong>UK market</strong> to join our international <strong>Customer Experience</strong> team<strong> based in Madrid! </strong></p> <ul> <li><strong>Full-time</strong></li> </ul> <ul> <li><strong>Working hours: Monday - Thursday 12:00 am - 9:00 pm, Fridays 10:00 am - 7:00 pm</strong></li> </ul> <p>In this role you will be joining the European CX team, providing top-notch support to our users and gym partners in the UK​.​ This role is key to leveraging the Gympass user experience. You will be in charge of answering questions ​and managing handover requests​ as well as ​its commitment to delivering an excellent service. Apart from that, you will be responsible for categorizing each interaction with our customers so that we can understand what ​improvements should be made or changed in the process to consistently achieve service excellence. This is a great opportunity to join a multicultural team and work at one of the fastest-growing companies in the world. </p> <p><strong>YOUR IMPACT</strong></p> <p>Reporting to the Coordinator of Customer Experience Europe, you will ensure top-quality service to our customers in the UK and contribute to the company’s success. </p> <ul> <li>Identify and assess customers’ needs (consults, after-sales requests...) to ensure satisfaction.</li> <li>Manage customer communications and reply to requests by email and chat.</li> <li>Provide accurate, valid, and complete information by using the right methods/tools, as well as communication procedures, guidelines, and policies.</li> <li>Take care of customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution.</li> <li>Build sustainable relationships and trust with customers through empathy and open and interactive communication.</li> <li>Manage the CRM system and updates: keep records of customer interactions, process customer accounts and files, and take care of the databases.</li> <li>Achieve personal/ team targets</li> <li>Collaborate closely with multiple departments to support all processes and operations (sales, financial, admin ...).</li> <li>Take the extra mile to engage customers! </li> </ul> <p><strong>WHO YOU ARE</strong></p> <ul> <li>Mandatory <strong>native level of English</strong></li> <li>Valuable previous experience in customer service, helpdesk, or similar </li> <li>A true team player who loves working towards both team and individual goals,</li> <li>A strong communicator both written and verbal with great interpersonal skills.</li> <li>You are detailed-oriented and you genuinely care about offering a top-quality service</li> <li>You can be flexible, resourceful and to multi-task while establishing priorities and providing solutions.</li> <li>You have a positive attitude, and you are proactive and dynamic.</li> <li>First experience with Zendesk would be a plus</li> </ul> <h2><strong>WHAT WE OFFER YOU </strong></h2> <p>We're a wellness company committed to our employee's health and well-being. Our benefits include:</p> <p><strong>GYMPASS:</strong> We believe in our mission and encourage our employees and their families to find their passion too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost; other premium plans will be significantly discounted.</p> <p><strong>FITNESS:</strong> Additional fitness subsidy to access onsite gyms and fitness studios.</p> <p><strong>FLEXIBLE WORK: </strong>For most, this will be a hybrid office/remote structure, but can vary depending on the needs of the role and employee preferences. We offer all employees a home office stipend and a monthly flexible work allowance to cover the costs of working from home. </p> <p><strong>FLEXIBLE SCHEDULE: </strong>We understand that Gympassers and their leaders can make the best decisions for their own individual scopes. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.</p> <p><strong>PAID TIME OFF:</strong> We know how important it is to take time away from work to recharge. Employees receive a minimum of 25 days paid holiday per year with an additional day for each year of tenure (up to 5) in addition to annual holidays (including an extra ho