Customer Experience Agent (German and English speaker)

<p><strong>Apply now for a career that puts wellbeing first!</strong></p> <p><span><strong>GET TO KNOW US</strong></span></p> <p><span>Wellhub (formerly Gympass*) is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries. At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company. <br/><br/><strong>*Big news: Gympass is now Wellhub! </strong><br/>We are thrilled to announce our rebranding as Wellhub, marking a significant milestone in our journey. This transformation reflects our evolution from a “pass for gyms” to a comprehensive employee wellbeing solution. With our refreshed identity, we are poised to embark on an exciting new chapter of growth and expansion. We are elevating our offerings, including a completely new app experience and an expanded network of wellbeing partners. Learn more about it <a href="https://gympass.com/en-us/blog/gympass-news/gympass-rebrands-to-wellhub/" target="_blank">here.</a> <br/><br/></span><span><strong>THE OPPORTUNITY</strong></span></p> <p><span>We are hiring a <strong>Customer Experience Agent</strong> for our<strong> German and English markets</strong> to join our international <strong>Customer Experience</strong> team based in <strong>Madrid, Spain!</strong></span> </p> <p><span>In this role you will be joining the <strong>European CX</strong> team, providing top-notch support to our users and gym partners in Spain and Italy. 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 in order 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. </span></p> <h1><span><strong>YOUR IMPACT</strong></span></h1> <ul> <li><span>Identify and assess customers’ needs (consults, after-sales requests...) to ensure satisfaction;</span></li> <li><span>Manage customer communications and reply to requests by email and chat;</span></li> <li><span>Provide accurate, valid, and complete information by using the right methods/tools, as well as communication procedures, guidelines, and policies;</span></li> <li><span>Take care of customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution;</span></li> <li><span>Build sustainable relationships and trust with customers through empathy and open and interactive communication;</span></li> <li><span>Manage the CRM system and updates: keep records of customer interactions, process customer accounts and files, and take care of the databases;</span></li> <li><span>Achieve personal/ team targets;</span></li> <li><span>Collaborate closely with multiple departments to support all processes and operations (sales, financial, admin ...);</span></li> <li><span><span><span>Take the extra mile to engage customers!;</span><strong><br/></strong></span></span></li> <li><span><span><span>Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life balance.</span></span></span></li> </ul> <h1><span><strong>WHO YOU ARE</strong></span></h1> <ul> <li><span><span>Proficient/Fluent level of German and English is required;</span></span></li> <li><span><span>Valuable previous experience in customer service, helpdesk, or similar;</span></span></li> <li><span><span>A true team player who loves working towards both team and individual goals;</span></span></li> <li><span><span>A strong communicator both written and verbal with great interpersonal skills;</span></span></li> <li><span><span>You are detailed-oriented and you genuinely care about offering a top-quality service;</span></span></li> <li><span><span>You are able to be flexible, and resourceful and to multi-task while establishing priorities and providing solutions.;</span></span></li> <li><span><span>You have a positive attitude, you are proactive and dynamic;</span></span></li> <li><span><span>The first experience with Zendesk would be a plus.</span></span><span><br/></span></li> </ul> <p><span>We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match