Work in Lisbon for the Spanish market in a dynamic company with fixed schedule and a hybrid working model!
This is an exciting opportunity for a customer & relationship focused individual, with great attitude and work ethic.
At Smartbox, we’re on a mission to unbox our world and unbox the potential of our People.
With nearly 15,000 different products across leisure themes — Stays, Wellness, Adventure, Gastronomy — we allow people to enrich their lives with moments of sharing, emotions, and unforgettable memories.
Our operations department is a multicultural and fast paced environment so if this sounds like your kind of workplace, you might be the perfect fit. You will be the face of Smartbox towards our customers & partners, delivering best in class service via phone, email, chat and social media. As a customer service agent you will also be focused on strengthening our B2B partnerships base by supporting them in the their daily business with Smartbox including partner onboarding, support of the use of process and tools and generally ensuring that partners are in a position to work easily and efficiently with Smartbox.
The ideal candidate should have a great attitude and work ethic to join our growing, fun and dynamic company.
Key Responsibilities include:
• Support the customer and work on upsell during exchange and order process.
• Effectively manage incoming contacts from customers & partners by any channel: phone, e-mail, chat, social media.
• Provide a professional service to support customer & partners to be more self-efficient.
• Record specific details of customer & partner contacts & ensure actions taken on each and every case.
• Research answers or solutions as needed within our policies & help to identify improvement areas.
• Effective complaint handling to meet instant satisfaction.
• Ensure Partners are aware of the latest Smartbox innovations as a means to driving partner engagement and satisfaction.
• Keep the schedule adherence to a tee to support the colleagues and customers to your best ability.
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies and process.
• Work effectively with the team to deliver and exceed KPI’s for quality and quantity & to support brand development.
Required Competencies/ skills:
• Good communication skills – verbal and written - in English
• Fluent communication skills – verbal and written - in Spanish
• Recent Customer Service experience (in a contact center environment preferably) or B2B support experience
• Strong organizational, time management and problem solving skills
• Detail orientated
• Customer, partner and solution oriented with a professional approach
• Enthusiastic, logical, proactive, curious, flexible and positive attitude
• Ability to exercise independent judgment on situations
• Ability to understanding complex information and processes
• Ability to work in a fast paced environment
• Ability to handle calls, emails, social media or webchats and take notes at the same time
• Team player with ability to build and maintain relationships both internal & external
Desired competencies/skills:
• Motivated by your own and also team performance in a very number driven environment
• Strong problem solving skills
• Fast/Good typing skills
• Experience in Salesforce use or other similar CRM software
• Being able to multitask and navigate through several systems at the same time
Believing that life is more fulfilled through experiences than physical goods, Smartbox Group invented the concept of experience gifts, to offer unforgettable memories. In a world where people are more than ever looking for time for themselves, and are seeking meaningful relationships, offering someone the possibility to experience something rather than offering a material gift is the most valuable and thoughtful way to tell your loved ones you love them. At Smartbox Group, all our energy and creativity are focused on the idea of providing the most beautiful gift to offer and to receive 🎁
With nearly 15,000 different products in various leisure themes : Stays, Wellness, Adventure, Gastronomy… we allow people to enrich their lives with moments of sharing, moments of emotions and unforgettable memories, by living experiences or by offering them.
Living more than owning, sharing more than having is more than ever a fundamental trend in our society and that is exactly what we offer at Smartbox Group.
Present in 11 countries, with 7 million experience gifts sold per year for an annual business volume of nearly 500 million euros, Smartbox Group employs 1,100 people in Europe and more than 41,000 European partners trust us (hotels, restaurants, wellness centres, oudoor activities…).
Do you also want to inspire people to experience life ? Join the pioneer & European leader of experience gifts!
