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Customer Service Operations and Vendor Manager w/ fluent level of Spanish

Location:
Barcelona
Key languages:

Fluent level of Spanish

Full proficiency in English

Sector:
Marketing

Our client Wallapop is on the hunt for a Customer Service Operations and Vendor Manager to define the strategy and execution of the department.

The goal is to keep the department running in an efficient manner, increase customer satisfaction and retention, and meet their expectations. You will be responsible for creating the department from scratch, selecting and coordinating vendors and defining customer service and moderation procedures and policies.


Main Responsibilities

  • Create effective customer service and moderation procedures, policies, and standards.
  • Supervise day-to-day operations of the external customer service and moderation teams

  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis

  • Know the organization's products inside and out to step in on escalated customer issues that the team is unable to resolve

  • Measuring and reporting to other stakeholders regarding the efforts and successes of the department

  • Continuing to iterate ways to improve performance, efficiency, and efficacy based on metrics and customer feedback

  • Keep ahead of industry’s developments and apply best practices to areas of improvement

  • Manage the approved budget of the customer service department


Core Skills/experience

  • Experience in working with Customer Support teams and environment
  • Experience managing a team and working with vendors (outsourced teams)

  • Ability to think strategically and lead

  • Strong client-facing and communication skills

  • Advanced troubleshooting and multi-tasking skills

  • A fluent level of Spanish and a fluent level of English are required


What’s on offer

  • As an international team operating in 2 official working languages (English & Spanish), there is never a dull day in our team!
  • Brand-new, modern and inspirational office space with stunning views and a sunny terrace. All are built with sustainable and recyclable materials!
  • TOP hardware of your choice (latest Apple or Windows)
  • 26 holidays per year
  • Flexible working hours + intensive Fridays
  • Generous individual learning budget of 2k per year + our very own Wallalibrary
  • Group and individual English & Spanish lessons as part of our working day
  • Private Health Insurance with Cigna
  • Flexible remuneration to deduct from gross salary (kindergarten/food/transport check)

What will you learn?

  • You will work in a growing and developing environment
  • To develop out-of-the-box solutions and strengthen your multitasking skills 
  • Opportunity to grow professionally and career development
  • Have a better insight into a fast-growing company
  • Improve your resilience under pressure and ability to adapt quickly to unforeseen work demands

Our recruitment process

Step1: Interview with our Recruiter

Step 2: Interview with Wallapop's Hiring Team 

Step 3: Interview with Hiring Manager

Step 4: Interview with Talent Acquisition 

Don’t be shy! Just ask your recruiter!

Mariana Guzman Ayza

Key languages:
English - German - Spanish
+34936068047
Want to know more about Mariana? Click here!

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