SAYE is a sustainable sneakers brand born in Barcelona thanks to a successful crowdfunding campaign launched in 2018. Thanks to that we produced our first 5.000 sneakers and became the most funded spanish fashion company in Kickstarter history. Six years later, we’ve sold more than 200.000 sneakers to more than 120 countries and planted more than 325.000 trees worldwide. Our young team is made up of less than 10 employees where the majority are women and above 90% of command positions are held by them. In addition, more than 60% of the company members are international!
We are looking for a Customer Care Assistant to join our team in Barcelona in order to keep improving our clients' experience. It is a part-time internship position with the possibility of immediate incorporation.
MAIN RESPONSIBILITIES
The main responsibility will be being the official backup of our Customer Care Specialist with the following tasks:
- Being the main point of assistance for the customer care team.
- Manage a huge amount of conversations with our customers through email and chat.
- Manage online orders, returns and refunds in Shopify and IF Returns.
- Turn problems into solutions and happiness.
- Attentive to customers enquiries, feedback and complaints.
- Help define new processes and best practices to optimize our customer service.
- Follow up any pending case and resolve them at the fastest, earliest possible time.
- Help to improve our customer experience day by day.
- Be essential for the loyalty of our customers.
- Be the voice of our customers in the company.
- Follow KPIs and report to both Marketing, Operations and Product teams.
BACKGROUND EXPERIENCE & SKILLS
- Experience in a similar role is a plus.
- Spanish and English: very high level (minimum C1).
- High adaptability to new work platforms.
- Basic knowledge of Excel.
- Previous experience in the use of Shopify, Zoho Desk, IF Returns, Zendesk, or any other tickets management system will be valued.
- Other languages are highly valued.
OTHER CHARACTERISTICS
- Honest and transparent, with positive energy and desire to work with our young team.
- Interest and knowledge in sustainable fashion.
- Excellent communication and negotiation skills.
- Flexible with the work schedule.
WHAT DO WE OFFER
- Part-time internship contract (20h per week) in the city of Barcelona, Spain.
- Flexible working hours.
- Possibility to work from home weekly, from Barcelona.
- Startup structure: a young team (average 28 years old) with a very good working environment.
- Be part of the first 10 team members of a growing sustainable and vegan fashion brand.
- Bright and well located office in Poblenou.
- Monthly team building activities.
- Holiday extra benefits such as +1 day on your birthday week.
- Barista coffee maker at the office. The best coffee in town!
