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Job Description
Wellhub, formerly Gympass, is seeking a CX Specialist to join their Customer Experience team in Madrid. This role involves providing support to users and gym partners in Spain and Germany, leveraging the user experience, answering questions, and managing handover requests. The CX Specialist will also categorize customer interactions to identify areas for process improvement and ensure service excellence.
The role involves:
- Identifying and assessing customer needs.
- Managing customer communications via email and chat.
- Providing accurate information using appropriate tools and guidelines.
- Handling customer complaints and providing solutions.
- Building sustainable relationships with customers.
- Managing the CRM system and updating customer records.
- Collaborating with multiple departments.
Requirements:
- Resides in Madrid or able to commute to the office twice a quarter.
- Proficient/Fluent in German and English.
- Previous experience in customer service, helpdesk, or similar.
- Availability to work from 12 PM to 9 PM (Madrid time zone).
- Team player with strong communication and interpersonal skills.
- Detail-oriented with a focus on providing top-quality service.
- Flexible, resourceful, and able to multi-task.
- Positive attitude, proactive, and dynamic.
- Experience with Zendesk is a plus.
Wellhub offers:
- Access to Wellhub platform with fitness, mindfulness, therapy, nutrition, and sleep resources.
- Additional fitness subsidy.
- Flexible work options (hybrid and remote).
- Home office stipend and monthly flexible work allowance.
- Flexible schedule.
- Minimum of 25 days paid holiday per year.
- Paid parental leave.
- Career growth opportunities.
- Supportive and inclusive work environment.
