Ofertes d'ocupació per a Atenció al client a Barcelona

• Nivell d'experiència---
• Tipus de contracteA temps complert
• Publicada22 de març

REST

Mission Statement:

Define, design, and implement the long-term vision and strategy for customer experience across all physical and digital touchpoints of the company, ensuring seamless, personalised, and consistent interactions aligned with customer expectations and satisfaction goals, with the aim of improving retention, enhancing brand reputation, and contributing to the airline’s long-term growth and success.

Responsibilities/ Accountabilities:

• Lead Develop and implement a customer experience strategy that enhances passenger satisfaction across all touchpoints, from booking to post-flight.
• Deliver a cohesive, customer-focused approach that ensures passengers enjoy a seamless and satisfying journey from start to finish.
• Ensure consistency across the customer journey by overseeing and aligning experiences across digital platforms, check-in, boarding, in-flight, and post-flight services.
• Provide a seamless, personalised, and consistent journey for all customers, meeting and exceeding their expectations.
• Champion a customer-centric culture by promoting a company-wide focus on customer experience and prioritizing customer satisfaction at all organisational levels.
• Foster a culture where employees at every level are committed to delivering an exceptional customer experience.
• Design the strategy for aircraft interiors, set SLAs, and manage governance processes with maintenance to ensure aircraft standards meet customer expectations.
• Provide well-maintained, comfortable, and aesthetically pleasing aircraft interiors that align with customer needs and enhance satisfaction.
• Design the ground experience by partnering with the ground team, commercial teams, and service providers to ensure services meet customer expectations, revenue targets, and operational deliverability.
• Create a seamless and efficient ground experience that satisfies customers, supports commercial goals, and integrates effectively with digital and frontline teams.
• Design the in-flight experience by collaborating with cabin crew and service providers to meet customer expectations, revenue targets, and operational feasibility.
• Provide a memorable and high-quality in-flight experience that balances passenger satisfaction and commercial objectives.
• Develop customer standards, SLAs, and training programs to equip staff, from frontline employees to management, with the skills to deliver exceptional customer service.
• Ensure all employees are aligned and empowered to uphold high standards of customer experience across all touchpoints.
• Leverage technology and drive the adoption of innovative tools and systems, including AI, throughout the customer journey.
• Enhance the efficiency, personalisation, and quality of customer interactions by integrating advanced technological solutions.
• Ensure regulatory compliance by aligning customer experience practices with aviation industry regulations and standards, including food safety.
• Maintain compliance with all regulatory requirements, safeguarding customer trust and operational integrity.
• Design the customer experience response for emergencies, including checklists, processes, and procedures, and provide support during emergency situations.
• Ensure a prepared and efficient response to emergencies that prioritises customer safety, support, and satisfaction during critical incidents.
• Organize and manage the team, promoting their development, teamwork and communication, between their collaborators and the rest of the Company.
• Make the department managed a better place to work.
• Perform any other responsibility or function that is assigned inherent to the job.
• Fulfill the mission of the job if it is in the employee ́s hand.

Main Relationships:

• Cabin Crew: To ensure the in-flight experience aligns with customer expectations, revenue targets, and operational feasibility by collaborating on service delivery, training, and performance.
• Ground Operations: To design and implement seamless ground experiences by coordinating with ground teams to meet customer satisfaction goals and operational standards.
• Commercial: To align customer experience strategies with revenue objectives and brand positioning, ensuring a balanced focus on satisfaction and profitability.
• IT: To leverage technology and implement innovative tools, such as AI, to enhance personalisation, efficiency, and customer satisfaction across all touchpoints.
• Maintenance: To manage aircraft interior standards and governance processes, ensuring that cabin conditions meet customer expectations and safety requirements.
• All Customer Areas: To foster consistency and alignment across all customer-facing departments, ensuring a cohesive approach to delivering an exceptional customer journey.
• Inflight Retail Suppliers: To design and optimise the in-flight retail offering, ensuring it meets customer preferences, enhances satisfaction, and contributes to revenue generation.
• Ground Agents: To ensure ground services are delivered to the expected standards, meeting customer needs while supporting operational efficiency and satisfaction goals.
• Airports: To collaborate on providing a seamless and positive customer experience during airport interactions, including check-in, boarding, and baggage handling.

Requirements:

• Advanced degree in business administration, customer experience management, or a related field. (Preferred)
• Comprehensive understanding of business operations and customer-centric procedures.
• Expertise in customer experience strategies and tools, including the integration of innovative technologies such as AI across the customer journey.
• Strong knowledge of regulatory compliance standards within the aviation industry, including food safety and emergency response protocols.
• Familiarity with the complexities of physical and digital customer touchpoints, ensuring alignment and consistency.
• Understanding of service level agreements (SLAs), training program development, and governance processes for customer service excellence.
• Proven results in leading and transforming customer experience within an airline.
• Extensive experience in leadership roles focused on customer experience, with a
• strong preference for experience in the airline industry.
• Experience in managing cross-functional teams and implementing strategic initiatives.
• Demonstrated success in designing and implementing end-to-end customer journey strategies that enhance satisfaction, retention, and revenue growth.
• Experience collaborating with internal teams such as Cabin Crew, Ground Operations, IT, Maintenance, and Commercial to achieve seamless customer experiences.
• Proven ability to engage and align external stakeholders, including inflight retail suppliers, ground agents, and airports, to deliver high-quality customer interactions.
• Hands-on involvement in addressing and resolving customer pain points, supported by analytical and creative problem-solving approaches.
• Experience in risk analysis and assessment, ensuring robust responses to operational challenges and emergencies.

• Nivell d'experiència---
• Tipus de contracteA temps complert
• Publicada21 de març

**Tu rol**

Trabajarás en un proyecto sencillo, pero con gran precisión. Serás responsable de la seguridad de los datos de las tarjetas, control de identidad, responder preguntas y explicar los pasos a seguir.

**Tareas diarias**

• Bloquear tarjetas perdidas o robadas
• Verificar identidad y asegurar la protección de datos
• Gestionar reclamaciones y consultas
  
  

• Alemán C2
• Inglés intermedio
• Experiencia en Atención al Cliente
• Buena comunicación, empático/a
• Pensamiento orientado a soluciones
  
  

• Formación remunerada
• Clases de español gratuitas
• Salario competitivo + bonificación
• Beneficios para empleados
• Oportunidades de crecimiento
  
  

• Flexibilitat horàriaSi
• Nivell d'experiència---
• Tipus de contracteA temps complert
• Publicada20 de març

Teletreball

Job Title: Spanish-Speaking Technical Support Specialist – Join Cross Border Talents in Barcelona!

Location: Barcelona, Spain

Employment Type: Full-Time

About Cross Border Talents:

At Cross Border Talents, we specialize in connecting top talent with the world’s most innovative companies. As a global leader in recruitment and technical support, we’re committed to providing exceptional service to both clients and customers. Our team is growing, and we’re looking for a Spanish-Speaking Technical Support Specialist to join us in Barcelona. If you’re passionate about solving technical challenges, helping others, and delivering outstanding service, we want you on our team!

The Role:

As a Spanish-Speaking Technical Support Specialist at Cross Border Talents, you'll be the go-to expert for our Spanish-speaking customers. Your role will involve troubleshooting technical issues, providing solutions, and offering exceptional support to ensure customer satisfaction. You’ll engage directly with clients, diagnosing technical problems, guiding users through solutions, and offering advice on optimizing their experience. If you enjoy problem-solving and helping others, this role is for you!

Key Responsibilities:

• Provide technical support to Spanish-speaking customers via phone, email, and chat.
• Troubleshoot and resolve hardware and software issues efficiently and accurately.
• Guide customers through step-by-step solutions, explaining complex technical concepts in simple terms.
• Maintain detailed records of customer interactions and issue resolutions.
• Collaborate with other technical teams to escalate complex issues and ensure timely solutions.
• Stay up-to-date with product knowledge, troubleshooting techniques, and industry trends to offer the best support.
• Ensure a positive customer experience by delivering timely, effective, and professional service.
  
  
  

• Fluency in Spanish (written and spoken) is essential.
• Strong technical problem-solving skills and an ability to troubleshoot both hardware and software issues.
• Excellent communication skills, with the ability to explain technical issues in an understandable way.
• Customer-focused mindset, with a passion for helping others and ensuring their satisfaction.
• Previous experience in technical support or a related field is a plus.
• Ability to work in a fast-paced environment and adapt to changing technologies.
  
  
  

• Global Opportunities: Work with a diverse, international team and make an impact in the global tech landscape.
• Career Growth: We provide opportunities for career advancement, training, and personal development.
• Vibrant Barcelona: Enjoy working in one of Europe’s most beautiful and exciting cities.
• Great Benefits: Competitive salary, health insurance, flexible working hours, and additional perks!
  

• Nivell d'experiència---
• Tipus de contracteA temps complert
• Publicada19 de març

Company Description

ESL Languages is the leading European study abroad agency. We have been organising language courses abroad throughout the world since 1996. Our presence is international, with more than 35 sales offices across Europe.

Beyond linguistic, cultural and geographical borders, more than 25 thousand students every year make the choice to book with ESL and make their goal of learning a language and discovering the world a reality.

ESL received many industry accolades over the years. We entered into the eternal Hall of Fame as Best European Study Abroad Agency in Europe in 2016 after winning 5 times in 6 consecutive years. This prestigious ST award is based on the votes of thousands of language schools around the world and rewards the quality counseling and high service provided by all of the ESL staff.

In 2019, ESL became part of the Kaplan Languages Group, one of the largest global chains of English language schools. ESL continues to work an independent agency within the KLG group.

Job Description

We are currently looking for aCustomer Care officerfor our German & Austrianmarkets to complete our Customer Care team, based in Barcelona.

Job Overview

The main function is to organise languages courses abroad from the offer made by the sales offices to the return back home after the stay.

Main tasks andresponsibilities:

• Processingenrolments using our internal CRM system
• Managing customers’ files
• Assisting customers before, during and after their stay
• Invoicingbookingsand ensuring receipt of payments fromcustomers
• Collecting invoices from Partner schools and validatingpayments
• Dealinganyspecial requestsand complaints
• Providingpersonalizedadvice to each customer, includingdetailed information regarding every step of the languagecourse, meeting the assigned deadline for each step
• Keeping up with local and international news to be informed ofany events happening in major touristic zones
• Knowing the products and services offered by ESL perfectly
• Being flexible depending on the period, deadlines, workload andsupport in otherCustomer caremarkets andESLdepartments
• Being available for the department, theCustomer Caremanager(s) and other employees
• Assisting the manager in training
• Assisting the department in reaching its objectives
• Assisting with any special projects or various administrative tasks as assigned
• Organising and planning your own work
• Communicating effectively:
• With members of the Customer Care department
• With Sales offices
• With Partner schools in English
• With clients in their mother tongue (and second language ifknowledge is good enough)
• Handling customers' end of stay feedbacks and reviews
• Gathering testimonials
• Being able to redirect, up sell, cross sell to avoid changes and cancellations

• Experience of language studies abroad is a plus
• You are able to work in an autonomous and organized manner, with a high sense of responsibility
• Your mother tongue is German oryou have at least a C2/C1 leveland you have a very good command ofEnglish (C1)
• You possess a good knowledge of geography
  
  

• You have great communication skills
• As a committed team player, you are flexible and have great listening abilities
• You have experience and a taste for traveling
  
  

• This is a full-time position based in Barcelona. You will be fully supported in your role with on-going coaching and training from your colleagues and managers.
• A chance to work in the headquarters of KLG in a prime location in Barcelona
• The opportunity to gain knowledge and experience in marketing tools and platforms
• The opportunity to develop your skills in an international environment, in the exciting field of language travel
• A dynamic work atmosphere
• Free breakfast on Monday and fresh fruit every Thursday.
• Free coffee & milk
• WFH: 2 days per week
• Free languages courses abroad
• Discounts with Sanitas medical insurance
• Place of work: Barcelona
• Start date:asap
• Type of contract: permanent
• Activity rate: Full time
  
  

• Nivell d'experiència---
• Tipus de contracteA temps complert
• Publicada19 de març

ERP Excel Outlook

Estamos buscando un/a Gestor/a de Leads - Atención al Cliente para una empresa especializada en sistemas de vallado, cercados, verjas y ocultación, con oficina ubicada en la zona 22@ de Barcelona.

¿QUÉ SE OFRECE?

• Contrato estable
• Salario entre 22.000 y 26.000 euros/brutos anuales en función de la experiencia aportada al puesto
• Horario: Lunes a jueves: de 8,30h a 14h y de 15h a 18,15h, Viernes: hasta las 14:00 h (Jornada intensiva en verano)
• Formación técnica
  
  

• Atención al cliente a través de diversos canales (teléfono, correo, WhatsApp, web), gestionando leads y clientes recurrentes, ofreciendo soluciones personalizadas
• Asesoramiento técnico y comercial, explicando el producto y guiando en el proceso de medición
• Elaboración y envío de presupuestos, asegurando que se ajusten a las necesidades del cliente
• Gestión del ciclo de pedido completo (confirmación, documentación, fabricación, envío, entrega y postventa), optimizando procesos para mejorar la experiencia del cliente
• Actualización de información en CRM para una gestión eficiente y seguimiento de indicadores clave de satisfacción y tiempos de respuesta
• Fidelización de relaciones a largo plazo, resolviendo proactivamente problemas y proyectando una imagen positiva de la empresa
  
  

• Catalán
• Formación Profesional de Grado Medio o Superior
• Experiencia demostrable de al menos 2 años en atención al cliente, gestión de leads o un puesto similar
• Manejo de herramientas ofimáticas: Excel, Outlook, CRM, ERP
• Permiso de conducir B en vigor (para desplazamientos ocasionales con coche de empresa)
• Residencia en Barcelona o alrededores
  
  

• Conocimientos básicos de dibujo técnico
• Experiencia en productos industriales

• Nivell d'experiència---
• Tipus de contracteA temps complert
• Publicada18 de març

Company Description

ESL Education est la première agence européenne de séjours linguistiques à l'étranger.

Nous organisons des cours de langues à l'étranger dans le monde entier depuis 1996. Notre présence est internationale, avec plus de 35 bureaux de vente à travers l'Europe.

Au-delà des frontières linguistiques, culturelles et géographiques, plus de 25 000 étudiants font chaque année le choix de réserver avec ESL et font de leur objectif d'apprendre une langue et de découvrir le monde une réalité.

Au cours des dernières années, ESL a remporté des prix importants dans le secteur. Après avoir été nommée cinq fois de suite meilleure agence de voyages linguistiques en Europe, ESL a été intronisée au Hall of Fame avec le Life Time Award. Ce prix prestigieux est basé sur les votes de milliers d'écoles de langues dans le monde entier ainsi que sur les commentaires de nos clients concernant la haute qualité de nos conseils.

En 2019, ESL a rejoint le Kaplan Languages Group, l'une des plus grandes chaînes mondiales d'écoles d'anglais. ESL continue de travailler comme agence indépendante au sein du groupe KLG.

Job Description

Nous recherchons actuellement un(e) Customer Care Specialist pour notre marché français et belge afin de compléter notre équipe Customer Care durant la haute saison .

Principales tâches et responsabilités:

• Traitement des inscriptions à l'aide de notre système CRM interne
• Accompagnement des clients avant, pendant et après leur séjour
• Accompagnement des clients dans leurs demandes de visa
• Gestion des dossiers CPF et spécificités du marché belge
• Facturation des réservations et suivi des paiements des clients
• Encaissement des factures des écoles partenaires et validation des paiements
• Traitement des demandes spéciales et des réclamations avant, pendant et après le séjour
• Capacité à rediriger pour éviter les changements et les annulations clients
• Fournir des conseils personnalisés à chaque client, y compris des informations détaillées sur chaque étape du cours de langue, en respectant les délais impartis
• Se tenir au courant de l'actualité locale et internationale pour être informé de tous les événements qui se déroulent dans les principales zones touristiques
• Connaître les produits et services proposés par ESL
• Être flexible en fonction de la période, des délais, de la charge de travail et du support sur les autres marchés du service client et les départements ESL
• Accompagnement du département dans l'atteinte de ses objectifs
• Aider à tous les projets spéciaux ou diverses tâches administratives assignées
• Téléphone d’urgence durant la haute saison selon planning
  
  

• Avec les membres du service Customer Care
• Avec les agences en France et en Belgique
• Avec les écoles partenaires en anglais
• Avec des clients
• Gestion des retours et avis de fin de séjour des clients, de témoignages
  
  

• Vous justifiez d'une expérience professionnelle d'au moins 2 ans dans un poste de relation client ou administratif. Une expérience de séjour linguistique à l'étranger est un atout
• Vous possédez un diplôme en tourisme ou un diplôme équivalent
• Vous êtes capable de travailler de manière autonome et organisée, avec un sens élevé des responsabilités
• Langue maternelle française et vous avez une très bonne maîtrise de l'anglais (niveau minimum requis : B2)
• Vous possédez une bonne connaissance de la géographie
  
  

• Vous avez de grandes capacités de communication
• En tant que membre engagé d’une équipe, vous êtes flexible et avez une grande capacité d'écoute
• Vous avez de l'expérience et le goût du voyage
  
  

• L'opportunité de développer vos compétences dans un environnement international, dans le domaine passionnant des voyages linguistiques
• Une ambiance de travail jeune et dynamique
• Un environnement où l'éthique d'entreprise et le développement durable comptent
• Lieu de travail : Barcelone
• Date de début : mars 2025
• Référence : ESL_CC Barcelone
• Type de contrat : fijo discontinuo
• Taux d'activité : Temps complet

• Nivell d'experiència---
• Tipus de contracteA temps complert
• Publicada16 de març

SaaS

Descripción de la empresa

Doctoralia es la plataforma líder en salud digital en España, no solo como un marketplace para conectar a pacientes con profesionales de la salud, sino también como proveedor de software que ayuda a estos profesionales a gestionar eficazmente sus prácticas. A través de nuestra plataforma y aplicación móvil, los usuarios pueden buscar profesionales y clínicas privadas, leer opiniones, consultar disponibilidad y reservar citas en línea fácilmente.

Desde nuestra integración en 2017 con el grupo Docplanner, una empresa multinacional con presencia en más de 13 mercados y oficinas globales, hemos alcanzado hitos significativos. Respaldados por siete rondas de financiación exitosas de inversores como One Peak Partners y Goldman Sachs y 10 fusiones y adquisiciones estratégicas, nos estamos preparando para una emocionante salida a bolsa en los próximos 2-3 años.

Docplanner, por su parte, no solo lidera como el marketplace global para doctores y pacientes, sino que también se destaca como una empresa tecnológica de SaaS B2B. Proveemos herramientas digitales a profesionales de la salud y clínicas para optimizar su trabajo y mejorar la experiencia del paciente.

Con más de 2,800 colaboradores apasionados, nuestra misión es clara: hacer que la experiencia en salud sea más humana. ❤️

En todo lo que hacemos, seguimos nuestros valores fundamentales:

Piensa como un dueño

Aprende y sé curioso

Enfócate en los resultados

Hazlo simple y eficiente ✨

Sé respetuoso y radicalmente honesto

Descripción del empleo

¿Cuáles serán tus responsabilidades?

• Realizar formaciones a nuestros clientes para que aprendan a utilizar nuestras herramientas y productos de manera efectiva desde el primer día (onboarding).
• Construir relaciones de confianza con los clientes para fidelizarlos y fomentar el uso continuo de nuestros productos.
• Identificar y comprender las necesidades de los clientes, ofreciendo soluciones a través de nuestro producto.
• Gestionar incidencias en coordinación con el equipo de Soporte para garantizar una rápida resolución.
• Detectar oportunidades de cross-selling y upselling para maximizar el valor de nuestros productos.
• Alcanzar los objetivos establecidos en cuanto a activación de servicios, uso de la herramienta y NPS de la cartera asignada.
• Recoger y transmitir el feedback de los clientes para mejorar continuamente nuestro producto.
  
  

• Eres una persona proactiva, curiosa y dinámica, con ganas de aprender y mejorar continuamente.
• Cuentas con más de 2 años de experiencia laboral en Customer Success, Customer Care o Sales en entornos digitales, preferiblemente en empresas SaaS.
• Tienes experiencia trabajando con CRMs y herramientas digitales de gestión de clientes.
• Posees excelentes habilidades de comunicación, negociación y autonomía, con capacidad para transmitir valor a las personas usuarias y guiarles en el uso del producto.
• Eres capaz de generar confianza y construir relaciones con diferentes niveles de especialistas y personas en roles de liderazgo dentro de una organización.
• Tienes una fuerte orientación a resultados y al trabajo por objetivos, como KPIs, OKRs, activación de servicios y NPS.
• Nivel de español fluido o nativo, con habilidades de comunicación clara y efectiva.
• Se valorará experiencia previa en Call Center y/o recepción médica, especialmente en funciones de atención a clientes o gestión de citas.
  
  

• Lo más importante:un equipo increíbleque te acogerá y te apoyará en el camino
• ⚕️Seguro médicoprivado con Adeslas
• Membresía con Wellhub(para que no tengas excusas para hacer ejercicio)
• Membresía con iFeel, nuestra herramienta de bienestar emocional.
• Día de cumpleañoslibre (si quieres!) para pasar el día con tus seres queridos!
• Clases deidiomas (inglés, alemán, italiano, francés, portugués...)gratuitas
• Desayunos en la oficina, eventos y sobretodo, un ambiente increíble y dinámico en el que poder crecer y sentirse acompañada.
• Plan de opciones sobreaccionesdespués de 6 meses trabajando con nosotros.
• Modalidad híbrida con presencia requeridade solo 1 día a la semana desde nuestras oficinas de Barcelona (con vista al mar!)
  
  

• Nivell d'experiència---
• Tipus de contracteA temps complert
• Publicada14 de març

¿Quieres trabajar en la cadena de salones de manicuras y pedicuras con mayor expansión y crecimiento? ¿Te interesaría ser el primer punto de contacto de nuestros clientes y garantizar que tengan una experiencia excepcional desde el momento en que ingresan al salón? ¡Entonces esta es tu oportunidad de brillar!

En Arpías, una cadena en rápido crecimiento de manicuras en Barcelona, estamos buscando:

**Responsable de atención al cliente**

• Ubicación:** Sant Gervasi, Barcelona, España
• Jornada:** 35.5 horas semanales
• Duración:** Contrato indefinido con 3 meses de periodo de prueba
  
  

• Dar la bienvenida a los clientes de manera amigable y profesional.
• Gestionar las reservas de citas y mantener el calendario organizado.
• Atender llamadas telefónicas, mensajes por WhatsApp, Instagram, Google Chat y consultas de los clientes de manera efectiva.
• Proporcionar información precisa sobre los servicios ofrecidos y los precios.
• Realizar consultas de dudas de clientas sobre qué servicios realizarse, siendo una experta en todos nuestros servicios.
• Colaborar con el equipo de manicuristas y directoras para garantizar una experiencia de alta calidad para los clientes.
  
  

• Idiomas: Castellano e inglés con fluidez (en persona, escrito y telefónico). Catalán deseable.
• Experiencia: Se valora experiencia previa en atención al cliente o en un puesto similar.
• Competencias: Excelentes habilidades de comunicación verbal y escrita, actitud amistosa, servicial y profesional, y capacidad para trabajar en un ambiente rápido y dinámico.
• Conocimientos adicionales:Conocimiento básico de técnicas de manicura y pedicura es una ventaja. Habilidades organizativas y capacidad para gestionar múltiples tareas al mismo tiempo.
  
  

• Semana 1: Lunes a viernes de 8:00 a 16:00.
• Semana 2: Martes a viernes de 15:00 a 21:00 y sábado de 8:00 a 15:00.
  
  

• ¿Qué ofrecemos?**
• **Línea de carrera:** Oportunidades reales de crecimiento profesional y promoción interna en nuestra creciente cadena de salones.
• **Ambiente de trabajo:** Un entorno dinámico y colaborativo donde tus habilidades serán reconocidas y valoradas.
• **Beneficios:** Paquete salarial competitivo, posibilidad de participar en nuestras celebraciones y reconocimientos mensuales para promover un clima laboral positivo.
  
  

• Nivell d'experiència---
• Tipus de contracteA temps complert
• Publicada10 de març

BettingJobs are seeking a Customer Care Manager to join the team of a company based in Barcelona. As the Customer Care Manager, you will be responsible for leading the customer support team and building the processes from the ground-up.

The role of Customer Care Manager would suit an individual who is proficient in both English and French, with proven experience building and managing a department in the iGaming industry.

Responsibilities:

• Lead the restructuring of the customer care department by identifying essential roles, recruiting key personnel, and establishing a strong operational backbone for future growth.
• Identify areas for improvement and design streamlined processes and workflows to enhance operational efficiency. Ensure the development of systems that support smooth day-to-day operations and future growth.
• Lead, mentor, and develop a high-performing team of customer care professionals, creating a culture of excellence and accountability.
• Define and implement tools, policies, and procedures to improve customer care operations and ensure consistent, high-quality service.
• Recruiting and onboarding new team members, ensuring the right skill sets are in place to support the department’s evolving needs.
• Establish and monitor KPIs to evaluate team performance, identify areas for improvement, and drive continuous optimization of processes.
• Oversee the handling of complex customer inquiries and escalations, ensuring timely and effective resolutions that enhance customer satisfaction.
• Create and implement training programs to keep the team up to date with product knowledge, customer service best practices, and evolving processes.
• Stay informed of industry trends, technologies, and innovations to ensure our department remains competitive and proactive.

Requirements:

• Fluent in English and proficient in French. Knowledge of other languages is a plus.
• Prior experience in the iGaming industry.
• Proven experience in department restructuring, including process development and team recruitment.
• Strong leadership skills, with experience in building, mentoring, and managing high-performing teams.
• Experience in creating operational processes, with the ability to design and optimize workflows to improve efficiency and scalability.
• Experience with customer service tools and technologies, particularly ticketing systems—knowledge of Zendesk is an advantage.
• Strong analytical skills for setting KPIs, measuring performance, and implementing improvements based on data-driven insights.
• Excellent communication and interpersonal skills.
• Ability to thrive in a fast-paced, evolving environment while managing multiple priorities and ensuring smooth day-to-day operations.