Customer Service Specialist

The Challenge

We are looking for an Italian‑speaking Customer Service Specialist who will report directly to our Customer Service Team Lead. We want someone with a strong customer‑centric mindset to join our constantly evolving team to ensure a high level of customer service focused on enhancing customer satisfaction. Our team's mission is to transform potential friction into a "wow" experience.

What You Will Do

• Resolve Complex Customer Issues : Manage and resolve high‑complexity user inquiries across various channels, ensuring timely and satisfactory solutions.
• BPO Support : Facilitate communication, provide support, and collaborate with external BPO partners to optimize service delivery.
• Performance Monitoring : Monitor customer service KPIs, analyze deviations, and proactively propose improvement actions.
• Process Optimization : Identify opportunities to streamline processes and participate in continuous improvement projects within the department.
• Cross‑Functional Collaboration : Build strong relationships with relevant departments (Logistics, Legal, Customer Experience, etc.) to recommend customer‑focused policies and practices.
• Customer Satisfaction : Consistently deliver excellent customer service, ensuring high levels of user satisfaction throughout the support journey.
• Adaptability : Embrace change and readily take on new responsibilities or tasks as needed, contributing to the dynamic growth of our team and business.

What We’re Looking For

Do note that all our jobs are Barcelona based. We work in a hybrid model, we offer a flexible work environment where regular office attendance is expected and the frequency is determined at a team level.

Wallapop is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees as we want Wallapop to be a place for everyone.

Additionally to the opportunity to contribute to an agile product set up and work together towards achieving our meaningful mission, we offer the following Perks & Benefits :

What does the hiring process for this position look like?

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