Ofertas de empleo para Atención al cliente en Barcelona

• Nivel de experiencia---
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. Cloud Coumputing QA Salesforce Office

• Offres d'emploi
• Les Secteurs
• Industrie
• Numérique
• Santé
• Transition écologique
• Agriculture
• Rejoindre la Mission French Tech
• Découvrir les métiers de la Tech
  

Customer Care Operations

• Barcelona
• Full-Time
• Apply Now
  
  

About

Spendesk is Europe’s leading AI-powered spend management and procurement platform that transforms company spending. By simplifying procurement, payment cards, expense management, invoice processing, and accounting automation, Spendesk sets the new standard for spending at work for companies with up to 1,000 employees.

Trusted by thousands of companies, Spendesk supports over 200,000 users across brands such as SoundCloud, Pigment, and Bloom & Wild. With offices in the United Kingdom, France, Spain, and Germany, Spendesk also puts community at the heart of its mission with CFO Connect.Spendesk believes that people do their best work when they’re given the freedom to thrive and grow. Being bold, bringing a positive attitude, and taking full ownership are fundamental to their culture.

Ready to grow further? Check out their open roles!

Job Description

As a User Operations Analyst at Spendesk, you will play a central role in optimizing user support processes and managing user support tools (bot training, help center, escalation procedures). In the context of outsourcing support, you will be responsible for training and the continuous improvement of user service solutions, ensuring operations run efficiently while maintaining a high level of customer satisfaction. You will be in charge of complex cases needing an action in internal tools. You will work closely with various teams to ensure service continuity and alignment of processes with the company’s strategic objectives.

Key Responsibilities

• Operations and quality management: Act as a liaison with the outsourced partner and the Customer Service Quality Manager to ensure high standards. Oversee training and quality audits, and analyze feedback to optimize processes.
• AI Bot training support: Contribute to training and the continuous improvement of bots. Review bot performance, incorporate feedback from the outsourced partner, and optimize automated interaction processes.
• Systems integration and software development: Collaborate with Product and Software Engineering teams to ensure continuity and integration of AI tools with existing systems. Ensure the implementation of new features in coordination with the Product & Engineering (PDE) team.
• Knowledge base management: Enrich and keep the help centre content up to date. Develop troubleshooting guides and run training sessions to ensure smooth adoption of tools and processes by the outsourced partner and internal teams.
• Ticket management: Own end-to-end resolution of complex enquiries requiring execution in internal tools, and close collaboration with cross-functional teams (Engineering, Banking/Operations, Compliance).
  
  

What We're Looking For

• Proven expertise with modern customer support stacks (e.g., Zendesk, Intercom, Salesforce Service Cloud), including ticket taxonomy and classification, macros and views, routing/SLA rules, and end-to-end QA workflows.
• Curious and motivated in operating and improving support bots/AI, covering intent modeling, training data curation, conversation design, prompt iteration, and performance analysis (containment/deflection, handoff accuracy), with closed-loop feedback from BPO partners.
• Practical knowledge of systems integration and automation: designing and maintaining API/webhook–based data flows across bots, help center, and CRM; building robust automated workflows using tools such as Zapier, Make, Workato, or native rules.
• Project and program management capabilities: scoping, detailed planning, milestone and dependency management, and on-time cross-functional delivery across training, quality audits, knowledge content, and tool integrations.
  
  

Skills

• Customer empathy and service mindsetBalancing efficiency with high-quality, empathetic support; ensuring solutions protect customer trust and outcomes.
• Cross-functional collaborationWorking seamlessly with other department such as Product, and Engineering to align priorities, remove blockers, and close the loop on recurring issues.
• Communication and enablementClear written documentation, training delivery, and change management to ensure smooth adoption of tools and processes (FR/EN proficiency is a strong plus).
• Analytical problem-solvingHypothesis-driven approach to diagnose issues quickly and recommend actionable, measurable fixes.
• Prioritization under pressureManaging competing escalations and operational work while maintaining quality and deadlines.
• Ownership and accountabilityProactive follow-through on escalations, QA actions, and content/integration updates; transparent status reporting.
• Fluent in French and English (essential for international team collaboration)
  
  

Technical

• Knowledge base managementStructuring, writing, and maintaining help center content; taxonomy and versioning; setting governance for updates and measuring deflection.
• Process design and continuous improvementMapping processes, identifying bottlenecks, implementing SOPs/runbooks, and applying Lean/Kaizen/5 Whys for root cause analysis.
• Data analysis and reportingComfort with spreadsheets and BI (SQL/Looker/Tableau or similar) to track and analyze KPIs: CSAT, FRT, AHT/ART, resolution rate, recontact, backlog health, deflection, quality scores.
  
  

Nice to have

• Vendor/BPO partnership managementDriving performance with SLAs/OLAs, QBRs, calibrations, enablement plans, and continuous improvement cycles.
• Governance and compliance awarenessSensitivity to data privacy, access controls, auditability, and risk when handling user data and automations.
  
  

As we are an international team, please submit your application and CV in English.

About Spendesk

Spendesk is the AI-powered spend management and procurement platform that transforms company spending. By simplifying procurement, payment cards, expense management, invoice processing, and accounting automation, Spendesk sets the new standard for spending at work. Its single, intelligent solution makes efficient spending easy for employees and gives finance leaders the full visibility and control they need across all company spend, even in multi-entity structures. Trusted by thousands of companies, Spendesk supports over 200,000 users across brands such as SoundCloud, Gousto, SumUp, and Bloom & Wild. With offices in the United Kingdom, France, Spain and Germany, Spendesk also puts community at the heart of its mission.

For more information: www.spendesk.com/press

About Our People & Culture

We believe that people do their best work when they’re given the freedom to thrive and grow. That’s why liberation is at the core of everything we do. We empower Spendeskers to take ownership of their work, to navigate ambiguity, and seize every opportunity. Spendeskers come from all over the world (35+ countries and counting!) but we have plenty in common: we're bold, ever-curious, committed to kindness, and tackle every challenge with a positive mindset.

About Our Benefits

Our culture is built on trust, empowerment, and growth — with benefits to match!

• Flexible on-site and remote policy (up to 4 days per month + 3 non-consecutive weeks per year)
• Alan health insurance (fully covered by Spendesk)
• Meal vouchers through Edenred (€6 per working day)
• 100% reimbursement on public transportation subscription
• Access to Moka.care for emotional and mental health wellbeing
• 28 days of holidays
• Latest Apple equipment
• Great office snacks to fuel your day
• A positive team to work with daily!
  
  

Diversity & Inclusion

At Spendesk, we're committed to fostering an environment where all differences are encouraged, supported and celebrated. We're building our culture for everyone, with everyone. Our goal is to attract and build a diverse, equal and inclusive team, where everyone feels welcome and we truly embrace and encourage people from all backgrounds to apply.

Additional Information

• Contract Type: Full-Time
• Location: Barcelona
• Occasional remote authorized
  
  

Apply Now

See Other Spendesk Job Listings

• Flexibilidad horariaSí
• Nivel de experiencia---
• Tipo de contratoA tiempo completo
• Publicada5 dic.

Teletrabajo .

Job Description:

As a Travel Customer Care Specialist, you’ll support travelers through every stage of their journey. From helping them plan to keeping them informed, to ensuring their trip runs smoothly, you’ll be their trusted point of contact.

At Xperience Xscape Travels in the United States, we take pride in offering thoughtful, high-quality service that makes every client feel valued.

Key Responsibilities

• Respond promptly and kindly to client questions via email, phone, and chat.
• Assist with itinerary updates, travel changes, and special requests.
• Share accurate information about travel requirements and destination details.
• Conduct follow-ups to confirm satisfaction and gather feedback.
• Handle concerns with empathy and problem-solving skills.
  
  
  

Benefits

• Remote freedom — work anywhere with flexible hours.
• Travel perks, discounted rates, and insider access.
• Growth opportunities through training and team support.
• Join a mission-driven team that loves creating memorable experiences.
  
  
  

What We’re Looking For

• Excellent written and verbal communication.
• Customer service background (travel experience is a plus).
• Organized, detail-oriented, and proactive work style.
• Comfortable learning new tools and systems.
• Passion for travel and helping others.
  

• Nivel de experiencia---
• Tipo de contratoA tiempo completo
• Publicada4 dic.

. SaaS Salesforce

Doctoralia es la plataforma líder en salud digital en España y forma parte del grupo Docplanner desde 2017, una multinacional presente en más de 13 países. 🌍

Con más de 3,000 colaboradores apasionados con un foco común: ayudando a las personas a vivir más, con mejor salud. ❤️

📲💻 ¿Cómo lo hacemos? A través de nuestro marketplace y App móvil, permitimos que los usuarios busquen profesionales y/o clínicas del sector privado, lean reseñas de otros pacientes, consulten disponibilidad y reserven citas online.

Pero vamos más allá. Con nuestra solución SaaS, ayudamos a profesionales y centros médicos a optimizar su gestión con herramientas como la agenda digital, la historia clínica electrónica y la comunicación con pacientes. Además, con Noa Notes, nuestra primera solución de IA, facilitamos el trabajo de los médicos haciendo que puedan dedicarse de manera plena a la atención de los pacientes. 🤖✨

Doctoralia forma parte del grupo Docplanner desde 2017, una multinacional presente en más de 13 países. 🌍

Los valores que nos guían nuestro día 📅 a día son:

• Think like an owner 💼
• Learn and be curious 📚🤔
• Focus on results 🎯
• Keep it lean, keep it simple 🔧✨
• Be respectful and radically honest 🤝💬
  
  

Descripción del empleo

Buscamos un Customer Success Specialist que acompañe a nuestros clientes desde el primer día: liderando su onboarding, haciendo un seguimiento proactivo de su evolución y asegurando que aprovechen al máximo el valor de Noa Notes. Su misión será construir una relación de confianza que impulse la adopción continua y favorezca que los clientes permanezcan con nosotros a largo plazo como parte del ecosistema de Doctoralia.

🔹Acompañar a los clientes durante su onboarding, guiándonos paso a paso para que integren Noa Notes en su día a día y asegurando que desde el inicio obtienen el máximo valor de la herramienta.

🔹Construir relaciones de confianza con los clientes, ofreciéndoles soluciones personalizadas y efectivas para asegurar su satisfacción a largo plazo.

🔹Hacer seguimiento proactivo de los clientes para garantizar el uso óptimo de la plataforma y mejorar la retención.

🔹Resolver incidencias en coordinación y comunicación constante con el equipo de Soporte.

🔹Recoger feedback y transmitirlos al equipo de producto, proveniente de clientes con el objetivo de mejorar la experiencia.

🔹Trabajar en estrecha colaboración con los equipos de Ventas, Marketing y Producto para optimizar los procesos y maximizar el impacto de Noa.

Requisitos

✅Experiencia mínima de 2 años en Customer Success, Account Management o roles comerciales con interacción directa con clientes.

✅Nivel nativo/alto de español (B2 en inglés es un plus).

✅Nivel alto de inglés.

✅Nice to have: conocimiento en HubSpot y Salesforce

✅Pasión por la tecnología y el mundo digital, con la capacidad de persuadir de forma consultiva a los clientes sobre el valor de Noa.

✅Te sientes cómodo/a con objetivos de conversión y retención, sin necesidad de una venta agresiva.

✅Habilidades de comunicación y negociación, y capacidad para guiar a un cliente hacia la mejor solución para su negocio.

✅Capacidad de escucha activa y empatía para comprender las necesidades del cliente y ofrecer recomendaciones efectivas.

✅Organización, autonomía y capacidad para priorizar tareas en un entorno dinámico.

✅Gusto por recibir y dar feedback para mejorar continuamente.

Información adicional

💶 Salario competitivo y adecuado a tu experiencia.

🤝 Lo más importante: un equipo increíble que te acompañará y te apoyará en el camino.

⚕️ Seguro médico privado, Adeslas.

🎂 Día de cumpleaños libre para pasar el día con tus seres queridos.

📚 Clases de idiomas gratuitas.

🧠 Acceso ilimitado al chat de iFeel para apoyo en salud mental y bienestar emocional.

🏠 Modalidad híbrida con presencia mínima de 1 día a la semana desde nuestras oficinas de Barcelona.

Proceso:

🔹Entrevista con TA (30min)

🔹Entrevista con hiring manager (60min)

🔹Business case (60min)

🔹Conversación corta con nuestro head of CS

We promote and embrace equal opportunities in our selection process, and also every day at work. When you apply for our openings, you will receive the same treatment regardless of your age, disability, gender reassignment, marital or civil partnership status, pregnancy or paternity status, race, color, national origin, ethnic or national origin, religion or belief, sex, sexual orientation or any other dimension of human diversity. If you need additional support in your selection process, we encourage you to let us know. Behind these words that you are reading, there is a person (hello!) who has already helped a candidate adapting the interviews, and now we are lucky to have this person with us. So even if you've never asked before, let this serve as a sign that, now, you can. We can only be truly equal if we adapt to each other. "We believe that all humans, in all their beautiful diversity, should have the same rights, dignity and respect. period. " Mariusz Gralewski, CEO”

_ _ _ _ _ _ _ _ _ _ _ _

Responsable: DOCTORALIA INTERNET, S.L Finalidad: para gestionar la solicitud de empleo y para poder contactar con los candidatos cuando contemos con un puesto que se adecúen a sus aptitudes.

Legitimación: base legal de interés legítimo.

Destinatarios: el Responsable y otras empresas del grupo DocPlanner, y encargados externos del tratamiento de datos personal solo para finalidades indicadas.

Derechos: acceso, rectificación y supresión de los datos, así como otros derechos expresados en nuestra política de privacidad.

• Nivel de experiencia---
• Tipo de contratoA tiempo completo
• Publicada2 dic.

. Salesforce Office

Job Responsibilities

We are looking for a highly motivated and solutions-oriented Customer Care Specialist to join our Customer Care Department in Spain (Barcelona).

Reporting and working closely with the Customer Experience Manager, you will be responsible for delivering outstanding service, resolving inquiries and driving customer satisfaction across all communication channels.

• Provide Expert Solutions: Deliver expert advice, troubleshooting, and solutions for product-related questions, technical issues, and service requests.
• Involvement in Quality process: Quality check on agents work, and continuous feedback with Quality team.
• Deliver training: Country specific processes.
• Knowledge update: Keep the contact center updated with the relevant information of the company (marketing promotions, product launches, etc...)
• Manage Customer Cases: Oversee the end-to-end customer query process at CRM, from initial contact to successful resolution, ensuring high levels of customer satisfaction.
• Coordinate Service & Support: Handle warranty claims, spare part requests, and repair processes in close coordination with our technical service partners.
• E-commerce Support: Support agents with questions related to our direct e-commerce platform, including order status, payments, and delivery information.
• Backlog Monitoring: CRM Control and organization of the backlog on the different queues on the CRM.
• Be the Voice of the Customer: Gather and report customer insights to internal teams (Marketing, Quality, Product) to identify trends and drive continuous improvement.
• Uphold Brand Standards: Embody the premium brand image of De'Longhi Group, in every single customer interaction.
  
  

Job Profile

Skills and experiences:

• University Degree
• Proficiency in Spanish (spoken & written)
• Fluent in English is required (spoken & written)
• Previous experience in a similar position (2 years) or in a customer-facing role (e.g., Customer Service, Technical Support, Contact Centre).
• High level in Office
  
  

Soft Skills:

• Proactivity & Results-Oriented: Ability to anticipate needs, take initiative, and focus on achieving objectives.
• Communication: Exceptional verbal and written communication skills, with a clear, professional, and empathetic tone.
• Problem-Solving: Strong analytical and troubleshooting skills; you are a solutions-oriented person who loves solving puzzles.
• Tech-Savvy: Proficient in using CRM software (e.g., Salesforce, Zendesk) and standard office applications (MS Office).
• Attitude: A positive, resilient, and "can-do" attitude, with a genuine passion for helping people.
• Multitasking: Ability to manage multiple priorities and communication channels simultaneously in a fast-paced environment.
• Positive attitude.
  
  

Benefits:

• Be part of a leading international company with a dynamic and collaborative work environment, and inclusive culture
• Flexible benefit system
• Healthcare Insurance
• Wellbeing initiatives and Benefits
• Full training Package
• Lunch voucher
• Free Parking
• Hybrid work model promoting flexibility
  
  

_________________

Our values:

Ambition, Courage, Passion, Competence, Teamwork, Heritage & Respect

At the De'Longhi Group, we promote equal opportunities for all. We firmly reject and condemn any form of discrimination based on age, gender, sexual orientation, health, race, nationality, cultural background, political opinions, religious beliefs, or membership in associations or unions.

• Nivel de experiencia---
• Tipo de contratoA tiempo completo
• Publicada2 dic.

.

The Company

• A company in our network is a fast-growing software organisation that places customer satisfaction at the very heart of its business strategy.
• They are well-regarded for their inclusive culture and commitment to employee well-being, offering a comprehensive benefits package and a vibrant workspace.
• Recognising that their team is their greatest asset, they invest heavily in learning and development programmes to help staff progress rapidly.

The Role

• A company in our network is looking for a communicative and solution-oriented individual to join their Client Services team as a Junior Customer Success Executive.
• This role is an exceptional opportunity for a graduate or entry-level candidate to learn how to manage client portfolios and drive customer loyalty without the pressure of cold selling.
• You will serve as the voice of the customer within the business, ensuring that every client gets the maximum value from their investment.

How to Apply - Escape the AI trap

The job market is flooded with AI-generated CVs, making it nearly impossible to stand out. In fact, most applications never make it past the automated filters. Everyone looks great on paper, which is why 79% of hiring managers now want to see a video introduction.

Give yourself the competitive edge with Tangent:

• The CV Is Dead: Differentiate yourself from thousands of generic, AI-written CVs by showcasing your real personality and skills via video.
• Stand Out: Beat 99% of the competition and pioneer the future of hiring before everyone else.
• Get Free Interview Coaching: Tangent also connects you with over a 1000 industry mentors who provide free, personalised 1:1 coaching on your CV, applications, interview skills and even salary negotiations.
• Secure & Private: We provide a safe and confidential space to showcase your video and manage applications.

Responsibilities:

• Client Onboarding: Guiding new customers through the initial set-up and training process to ensure a smooth adoption of the platform.
• Relationship Management: Building and maintaining strong, long-lasting partnerships with key stakeholders through regular check-in calls and email correspondence.
• Issue Resolution: Acting as the first line of support for client queries, troubleshooting basic issues, and escalating complex technical problems to the engineering team.
• Customer Advocacy: Gathering feedback from users and presenting these insights to the Product team to help shape future feature developments.
• Account Health Monitoring: Analysing usage data to identify clients who are under-utilising the software and proactively reaching out to offer additional support.
• Product Expertise: Becoming a subject matter expert on the company’s services to provide best-practice advice and tips to the user base.

• Nivel de experiencia---
• Tipo de contratoA tiempo completo
• Publicada1 dic.

. SaaS Excel

¡En Quipu estamos en la búsqueda de personas apasionadas y llenas de energía! 🌟

Si tienes ganas de aprender y estás listo/a para darlo todo, ¡este es el lugar para ti! 🚀 ¡Únete a nosotros y crezcamos juntos! 💪🎉

💼 Sobre nosotros

Quipu es un SaaS - software en la nube - que nació hace más de 10 años con el objetivo de simplificar la tediosa gestión de los procesos administrativos y contables para las pymes, autónomos y asesorías.

📖 ¿Qué harás?

• Ayudar a los negocios a digitalizar sus procesos administrativos y de gestión.
• Atención al cliente a través de diferentes canales (teléfono, chat, email).
• Soporte postventa atendiendo de forma ágil y efectiva consultas o problemas técnicos que puedan surgir.
• Ayudar y guiar al cliente con las dificultades que pueda encontrar al utilizar el software, con el objetivo de que puedan sacar el máximo partido a Quipu.
• Seguimiento de las posibles incidencias para garantizar su resolución.
• Gestionar quejas y encontrar soluciones positivas.
• Recopilar comentarios de los clientes y contribuir a la mejora continua tanto del servicio como del software.
  
  
  

🚀¿Cómo te imaginamos?

• Tienes al menos 2 años de experiencia en equipos de Customer Support en SaaS B2B.
• Comprometido/a y proactivo/a
• Positivo/a y alegre
• Empático/a y con gran orientación al cliente
• Ambicioso/a, con ganas de crecer y hacer carrera en una empresa joven y dinámica
• Con interés en asumir responsabilidades dentro de una empresa tecnológica en crecimiento
• Nivel de español nativo
  
  
  

No te preocupes si no cumples con todos los requisitos; lo que realmente buscamos son ganas y pasión. ¡Anímate a enviarnos tu candidatura! 🙌

⭐ Puntos extra:

• Experiencia previa en asesoría/gestoría.
• Has trabajado en entorno Startup.
• Buen nivel de inglés y/o catalán.
• Haber utilizado softwares como A3 o Sage.
• Conocimientos de contabilidad/administración y Excel.
  
  
  

🤝¿Qué te ofrecemos?

• Contrato indefinido – ¡Tu futuro con nosotros no tiene fecha de caducidad!
• Salario - Entre 20.000 y 22.000€ brutos anuales.
• Jornada completa con formato híbrido – Disfruta de la libertad de trabajar en un entorno que valora la confianza y el equilibrio entre lo personal y lo profesional. 🤝🌱
• Plan de retribución flexible con Cobee – Elige cómo quieres disfrutar tus extras: ¡restaurante o transporte, tú decides! 🍽️🚗
• Café, té y otras bebidas ilimitadas – El combustible para mantenerte al 100% siempre que lo necesites. ☕🍵
• Descuentos en Nora Real Food – ¡Comida saludable sin salir de la oficina! 🥗🍲
• Tarifa reducida en el gimnasio con Wellhub – Para que equilibrar trabajo y vida sana sea más fácil que nunca. 🏋️♀️🏋️♂️
• Eventos y afterworks – Porque después del trabajo, llega la diversión. ¡Comparte risas, buena música y alguna que otra anécdota con un equipo increíble! 🎉🍻

• Nivel de experiencia---
• Tipo de contratoA tiempo completo
• Publicada25 nov.

.

**Sobre nosotros**

En **Blue**, trabajamos para ayudar a autónomos y empresas a optimizar sus servicios de telefonía, energía, seguridad y marketing digital. Nuestro enfoque personalizado y profesional nos posiciona como una referencia en el sector. ¡Buscamos sumar talento a nuestro equipo comercial!

• ¿Qué buscamos?**
  
  

Un/a **asesor/a comercial** dinámico/a y con espíritu emprendedor, que se sienta cómodo/a desarrollando relaciones de confianza con clientes. Si tienes experiencia en ventas y te apasiona ofrecer soluciones que marcan la diferencia, esta es tu oportunidad.

**Responsabilidades**

• Identificar y captar clientes potenciales (autónomos y PYMES).
• Realizar estudios personalizados para optimizar servicios de telefonía, energía, alarmas y marketing digital.
• Gestionar la cartera de clientes con un enfoque en la fidelización y el crecimiento.
• Cumplir con los objetivos comerciales establecidos.
• Mantenerte actualizado/a sobre los productos y servicios del sector.
  
  

**Requisitos**

• Experiencia previa en ventas o asesoramiento comercial, preferiblemente en los sectores mencionados.
• Habilidades de comunicación y negociación.
• Capacidad para trabajar de manera autónoma y en equipo.
• Actitud proactiva y orientada a resultados.
• Conocimientos básicos de ofimática.
• Valorable disponer de vehículo propio.
  
  

**Ofrecemos**

• **Contrato indefinido:** Incorporación a un proyecto estable y en crecimiento.
• **Formación inicial y continua** a cargo de la empresa.
• **Retribución competitiva:** Plan de comisiones atractivo.
• **Flexibilidad:** Organización del trabajo adaptada a tus necesidades.
• Oportunidad de crecimiento dentro de la empresa.
  
  

**Cómo aplicar**

Si te interesa formar parte de nuestro equipo, apúntate a esta oferta.

¡Te esperamos para crecer juntos en **Blue** y ayudar a las empresas a alcanzar su máximo potencial!

• Nivel de experiencia---
• Tipo de contratoA tiempo completo
• Publicada25 nov.

. Office Salesforce

Company Description

Part of Kaplan Inc., the Kaplan Languages Group (KLG) is made up of Kaplan International Languages, ESL Education, and Alpadia. Language travel is an inspiring business sector with lots of scope for fun and creative work. Our student’s study from 2 weeks up to a full academic year and we are proud to welcome language learners from over 100 countries, ensuring a great cosmopolitan mix in our classrooms across the globe. With a network of Kaplan International Languages and Alpadia -branded schools spanning seven countries, KLG has the largest presence of any international language school in the English-speaking world, as well as France, Germany and Switzerland. In addition, ESL, Europe’s largest language education travel agency matches students with the right language course for them.

Job Description

Lead the team behind every great customer experience!

Reporting directly to the B2C Sales Director Europe, this role leads by example and empowers our Contact Center teams, coordinating daily operations, distributing workloads fairly, conducting quality checks, acting as the main point of contact for escalations, and driving continuous improvement through procedure creation and enhancement. You will motivate the team to deliver their best, support key business projects, and take ownership of recruitment and training to build a high-performing, customer-focused team.

What You’ll Do

• Ensure that the CC teams follow established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators (KPI’s), SLAs, and quality standards to meet and exceed customer experience standards. 
• Responsible for providing outstanding customer service by leading and motivating the team.
• Make sure the CC specialists obtain all necessary student pre-arrival information such as parental consent forms, travel details, copy of insurance etc as well as send invoices and follow up on payments in the agreed timeline
• Manage complaints and support the team in providing correct and professional replies to customers. Be the point of contact in case of escalation.
• Identify and help improve our procedures. Be critical and aware of our student portals.
• Recruit, coach and practice performance monitoring as well as trainings of the new staff. Create new training material.
• Regularly animate CC meetings as well as continuous training sessions. Organize one-to-one as necessary.
• Help confirm bookings within our 24 working hours max policy (48h during high season) if necessary- creating invoices, booking confirmation and visa letter, as well as support our customers about any enquiry they could have before their arrival at school
• Participate in projects that would improve the overall customer experience
• Compile and analyze data to be able to report on the department performance
• Collaborate with other departments such as Sales, Operations, Schools and Finance departments.
  
  

Qualifications

Skills & Experience You’d Bring

• Successful previous team management experience
• Background in Customer Service and/or Admissions within the travel & tourism or language education industry
• Professional knowledge of Salesforce, Microsoft Office and ideally CLASS
• English (essential) + one additional language: Spanish, Italian, German, or French; other languages are a plus
• Outstanding organizational skills
• Strong ability to prioritize and work effectively under tight deadlines
• Skilled in handling customer complaints with diplomacy and sensitivity
• Experience managing high-volume, complex communications
• Excellent written and verbal communication skills
• Strong sales and service orientation
  
  

What Makes You Shine

• Genuine passion for customer care
• Sharp attention to detail
• Ability to articulate goals clearly and set realistic timelines
• High cultural awareness and sensitivity
• Empathetic, solution-oriented mindset
• Positive attitude and flexibility in dynamic environments
• Calm and composed under pressure
• Strong motivation to deliver high-quality standards
• Confident communicator able to influence at all levels of the organization
• Excellent mentoring, coaching, and people management skills
  
  

Additional Information

What We Offer You

• Creative, rewarding work where your impact is visible
• Ticket restaurant
• Half day off on your birthday
• A stimulating and dynamic work environment
• Free languages courses abroad
• Unlimited tea & coffee to fuel your day. Free breakfast on Mondays and fresh fruit on Thursdays!
• Discounts on medical insurance
• Permanent Contract - full-time position.
• Start date: ASAP
  
  

Location

This role is based at KLG’s offices in Barcelona. Kaplan uses a hybrid working model, and we’ll be asking you to join us for a minimum of three days a week in the office.

If you are interested in this position, please attach your CV and cover letter in English.

Diversity and inclusion are important to us, and we’re constantly working to improve these aspects. At KLG and all our brands, we don’t just accept our differences, we fully support and celebrate them.

We’re committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, or gender identity or expression. We strive to be an equal-opportunity workplace.

• Nivel de experiencia---
• Tipo de contratoA tiempo completo
• Publicada23 nov.

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En Matías Buenos Días, empresa de desayunos y regalos a domicilio en Barcelona, buscamos una persona "despierta" y con ganas para unirse al equipo.

Funciones Principales

• Montar y preparar packs.
• Coordinar repartidores y organizar entregas.
• Atención telefónica, emails.