We are a rapidly expanding sustainable sneaker company that takes pride in creating stylish footwear while prioritizing ethical practices and environmental responsibility. Our goal is to redefine the fashion industry by promoting a conscious lifestyle through vegan and quality sneakers that are respectful to our planet and people.
As we continue to grow, we are seeking a solution driven and technical savvy Customer Care Specialist to join our Operations team. Your primary objective will be to ensure the effective and timely resolution of any issues that our customers present to us while establishing and maintaining strong relationships with users.
Your role will be critical in ensuring that our processes contribute to a positive customer experience when interacting with our brand.
KEY RESPONSIBILITIES
-Customer Service: Listen, understand, and efficiently resolve customer needs and issues, providing accurate product information and promoting environmental benefits.
-Communication and Incident Resolution: Oversee customer communication, incident resolution, and return requests across all channels. Making sure to offer timely and effective solutions based on company policy.
-Metrics Management: Monitor Customer Care metrics and make necessary improvements, ensuring compliance with KPIs.
-Marketplace Management: Ensure smooth operation as intermediaries between SAYE and Marketplaces.
-Order and Data Management: Correct order errors and maintain accurate customer and order data.
-Logistics and administration: Keep effective communication with warehouses regarding order fulfillment, manage stock transfers and follow up on logistics issues regarding orders.
-Reporting and Analysis: Provide timely feedback reports, analyze trends, and identify areas for process and service improvements.
-Improvement Implementation: Implement technical and policy improvements, introduce new tools, and lead improvement projects.
BACKGROUND EXPERIENCE & SKILLS
-Previous experience in customer service (minimum 2 years) preferably in retail.
-Knowledge of customer service metrics and KPIs.
-Commitment to customer satisfaction and the company's sustainability values.
-Previous experience in cross border customs management will be considered.
-Excellent written communication in English, German is a plus.
-Collaboration with colleagues and leadership as main reference for customer care is a key aspect of the role.
-Familiarity with CRM and ticket management tools, Zendesk is a plus.
-Data analysis skills, a crucial aspect of the role involves analyzing customer data and feedback to improve service.
-Solution-driven focus on finding effective solutions to customer issues is central to the role.
-Sustainability-focused approach is essential.
WHAT DO WE OFFER
-Part-time contract (20h per week) in the city of Barcelona, Spain.
-Flexible working hours.
-Possibility to work from home.
-Bright and well-located office in Poblenou.
-Startup structure: a young team with a fantastic working environment.
-Be part of the first 12 team members of a rapidly growing sustainable and vegan fashion brand.
-Team-building activities, with events such as Yoga class and after work gatherings.
-Along with our 23 working days of vacation per year, enjoy an extra day during your birthday week.
-Access to premium-quality coffee with our Barista coffee maker at the office.
If you are dedicated to delivering exceptional customer care, have a passion for building strong relationships, and excel in a dynamic and customer-focused environment, we invite you to get in touch. Please submit your resume, and share examples of your customer service successes. We look forward to hearing from you.
The SAYE Team.