👋 About Smartbox:
We're the leading European player in the leisure gift market, offering over 180,000 unique experiences to help people create unforgettable memories! Our Lisbon office is a multicultural, fast-paced hub where we're always striving to improve. We offer a hybrid work model with a fixed schedule.
🚀 The Role:
As a Customer Service Executive, you'll be the face of Smartbox, providing top-notch service to our Spanish-speaking customers and partners. You'll handle inquiries through phone, email, chat, and social media, while also supporting our B2B partnerships. This includes onboarding new partners, providing support with our processes and tools, and generally ensuring partners can work easily and efficiently with us.
🎯 What You'll Do:
- Support customers and explore upselling opportunities during exchanges and orders.
- Manage incoming contacts from customers and partners across various channels.
- Provide professional service to empower customers and partners to be more self-sufficient.
- Meticulously record details of all customer and partner interactions and actions taken.
- Research solutions within our policies and help identify areas for improvement.
- Effectively handle complaints to ensure immediate customer satisfaction.
- Keep partners informed about Smartbox innovations to boost engagement and satisfaction.
- Maintain schedule adherence to support colleagues and customers effectively.
- Collaborate with management to stay updated on product knowledge and company changes.
- Work effectively with the team to meet and exceed quality and quantity KPIs, contributing to brand development.
💪 What We're Looking For:
-
Must-haves:
- Excellent written and verbal communication skills in English and fluent Spanish.
- Customer service experience (contact center preferred) or B2B support experience (not mandatory).
- Strong organizational, time management, and problem-solving skills.
- Meticulous attention to detail.
- Customer and partner-focused approach with a professional demeanor.
- Enthusiastic, logical, proactive, adaptable, and positive attitude.
- Ability to make independent judgments and understand complex information and processes.
- Ability to thrive in a fast-paced environment, handling multiple channels (calls, emails, social media, chat) simultaneously while taking notes.
- Team player with the ability to build and maintain internal and external relationships.
✨ Bonus Points:
- Experience in a numbers-driven environment with a focus on individual and team performance.
- Exceptional problem-solving skills.
- Fast typing skills.
- Experience with Salesforce or similar CRM software.
- Ability to multitask and navigate multiple systems efficiently.
This is a fantastic opportunity to join a growing, fun, and dynamic company! If you're passionate about customer service and enjoy working in a collaborative environment, we encourage you to apply.