Customer Experience Specialist (Italian)

Where: Barcelona (Spain)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in Italian

Primary Function

  • Assisting with escalated issues and initiating the user dispute request process via Phone call and email
  • Investigating inquiries and disputes and making decisions that help our riders and organisation
  • Verifying facts and reaching policy-based determinations for effective resolution, when they exist;
  • Cross-checking data when policies are non existing and reaching determinations based on facts
  • Working to educate our riders to promote positive experiences for them, while respecting the community of our cities
  • Educating riders on how to maintain their safety and security while respecting our community by using Reby responsibly
  • Monitoring and flagging inappropriate behaviours and/or Live Ops needs, and identifying trends in online risk
  • Working with cross-functional teams such as Fraud, Logistics, and User Experience to develop and enhance internal policies and tools
  • Maintaining high levels of confidentiality while assisting our community and performing investigations
  • Interfacing with internal communications and social media teams
  • Comprehensively documenting investigations through written reports
  • Helping build policies, workflows and protocols

Secondary Functions

  • Dedicated to project work, supporting senior specialists and leadership on the execution of any initiatives as required
  • Acting as a content, process and workflow advisor
  • Acting as a process advisor for impact initiatives and/or cross-functional projects to meet strategic goals.
  • Mentoring new team members

Requirements

  • Location: Barcelona (Spain)
  • Language skills: Fluent Italian, Spanish and English verbal and written – additional European languages are a plus
  • Bachelor’s Degree or equivalent
  • Must be available for a regular schedule of 5 days work week (40 hours), and able to work on weekends and public holidays
  • Strong verbal (phone) and written (email) interpersonal communication skills
  • Passion for customer happiness, and results driven
  • Detail Oriented – doing your due diligence when conducting an investigation
  • Ability to learn and adapt to new technologies
  • Hands-on approach and entrepreneurial mindset
  • Solid judgment and a strong moral compass
  • Excellent problem solving, critical thinking and customer service skills
  • Ability to multitask, organise and work with rapidly changing priorities
  • Innovative and passionate about continued process improvement

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