Customer Experience Agent

Apply now for a career that puts wellbeing first!

GET TO KNOW US

In 2022, 7card was acquired by global player Gympass, both wanting to reinvent wellbeing by making it accessible to as many people as possible.

7card is Romania's sports&leisure market leader, reaching over 1000 corporate clients. With the help of the 7card subscription, companies offer their employees access to a network of 600+ sports and relaxation venues (gyms, swimming pools, yoga & dance studios, climbing gyms, squash & tennis courts etc.) in over 55 cities.

Gympass is a corporate wellness platform that connects you to thousands of fitness & 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. 

THE OPPORTUNITY 
We are hiring a Customer Experience Agent for our Romanian market to join our international Customer Experience team based in Bucharest!

 
In this role you will be joining the European CX team, providing top-notch support to our users and gym partners in Romania​.​ 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.

YOUR IMPACT
Reporting to the Coordinator of Customer Experience Europe, you will ensure top-quality service to our customers in Romania and contribute to the company’s success. 

• Identify and assess customers’ needs (consults, after-sales requests...) to ensure satisfaction.
• Manage customer communications and reply to requests by email and chat.
• Provide accurate, valid, and complete information by using the right methods/tools, as well as communication procedures, guidelines, and policies.
• Take care of customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution.
• Build sustainable relationships and trust with customers through empathy and open and interactive communication.
• Manage the CRM system and updates: keep records of customer interactions, process customer accounts and files, and take care of the databases.
• Achieve personal/ team targets
• Collaborate closely with multiple departments to support all processes and operations (sales, financial, admin ...).
• Take the extra mile to engage customers! 

WHO YOU ARE

• Mandatory native level of Romanian
• Valuable previous experience in customer service, helpdesk, or similar
• A true team player who loves working towards both team and individual goals
• A strong communicator both written and verbal with great interpersonal skills
• You are detailed-oriented and you genuinely care about offering a top-quality service
• You can be flexible, resourceful and multi-task while establishing priorities and providing solutions
• You have a positive attitude, and you are proactive and dynamic.

We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team. 

WHAT WE OFFER YOU

We're a wellness company that is committed to the health and well-being of our employees. Our benefits include:

7CARD: We give you access to the greatest network of sports & relaxation centers in Romania.

FLEXIBLE WORK: Choose when and where you work. This is a hybrid role based out of our Bucharest office. We offer all employees a home office stipend and a monthly flexible work allowance to cover the costs of working from home.

FLEXIBLE SCHEDULE: We give our employees some flexibility to adjust their working hours, letting them adjust their starting time within a range of 3 hours.

PAID TIME OFF: We know how important it is to take time away from work to recharge. Employees receive a minimum of 25 days paid holid