At MiiN Cosmetics, we are pioneers in bringing the best of Korean beauty to Europe. Our passion for K-Beauty drives everything we do, from offering high-quality products to creating a unique and immersive shopping experience. We're looking for a proactive and adaptable Customer Care Agent to join our team and become the voice of our brand, ensuring every customer interaction is exceptional.

This is a hands-on role where you'll be the primary point of contact for our customers, managing inquiries, solving problems, and ensuring a seamless experience across all touchpoints. You'll handle a wide range of tasks, from day-to-day support to contributing to strategic improvements that enhance our service and strengthen our customer relationships.

Are you ready for a new challenge? Read on to learn more about the skills required for this role. If you think you’re the perfect candidate, please apply! We can't wait to meet you!

Please Note

• This is a full-time position with a "fijo discontinuo" contract.
• Our Customer Care Specialist will be based in Barcelona.
• Availability to work rotating shifts, including evenings and weekends, is required.
  
  

What will be your responsibilities?

Responsibilities

As our Customer Care Agent, you will be on the front lines, managing a wide range of tasks to ensure customer satisfaction and support our operational efficiency. Your key responsibilities will include:

Customer Communication & Support

• Provide recommendations, advice, and handle complaints and inquiries across all communication channels (Live Chat, WhatsApp & Email), including during peak seasons via Beauty Calls.
• Oversee customer reviews on platforms like Trustpilot and Google, aiming to boost ratings through improved customer satisfaction.
• Manage customer requests for returns and coordinate with Warehouse and E-commerce Teams to resolve issues related to orders, missing products, and stock.
  
  

Customer Insights & Strategy

• Analyze trends and customer feedback to identify opportunities for improvement in products, services, and processes.
• Regularly report insights gained from customer interactions to relevant departments to inform product development and marketing strategies.
• Design strategies to enhance the customer experience and lead department projects to improve service and integrate new technological tools for better communication.
  
  

Process Optimization & Collaboration

• Continuously review and optimize customer service workflows to enhance efficiency and reduce response times, exploring and implementing automation tools for repetitive tasks.
• Collaborate with departments like Marketing, Product Development, and IT to integrate customer feedback and ensure customer care efforts align with sales promotions and other initiatives.
• Support the management and analysis of customer loyalty programs to enhance customer retention and satisfaction.
  
  

Operational & Administrative Support

• Assist with daily office operations, including opening and closing procedures, visitor reception, and mail/package management.
• Act as the primary point of contact for managing and resolving escalated customer issues and assist in developing communication plans for unforeseen events.
  
  

Requisitos mínimos

What are we looking for?

If you identify with the following, we want to meet you!

• Experience in a customer service role.
• A high degree of flexibility to adapt to evolving customer needs and unforeseen challenges.
• Fluency in English and Spanish is required.
• Excellent verbal and written communication skills with a people-first approach.
• Strong ability to manage and resolve complex or escalated customer issues.
• Willingness to work rotating shifts, including evenings and weekends.
  
  

What will make your profile stand out?

• Experience with customer loyalty programs.
• Experience with process optimization and the implementation of automation tools.
• Proven ability to handle crisis communication and manage escalated customer issues.
• Proficiency in French and/or Italian is a strong plus.
  
  

What do we offer?

• Be part of a fast-growing company with a hybrid work model.
• A vibrant work environment with opportunities for growth, professional development, and collaboration within a multicultural and innovative team.
• Access to professional training programs.
• Exclusive discounts on MiiN products.
• Competitive private health insurance options.
  
  

If you identify with our vision of turning skincare into an art and are ready to be a key player in our customer experience, we want to hear from you! Submit your application and let's glow together. 💫