Vesuvius are seeking a junior or experienced Customer Experience Partner. In this position you will be responsible for overseeing the end-to-end customer service process for our international Spanish-speaking clients, so strong knowledge of Spanish is compulsory. This position focuses on resolving customer inquiries, maintaining service quality, and aligning with the company's core values: Courage, Ownership, Respect, and Energy. Please note that this is a fixed-term contract, running for 15 months.

The Customer Experience Partner role offers a structured progression path aimed at developing expertise in customer service and enhancing the overall customer experience. 

Responsibilities:

• Customer Interaction: Address and resolve customer inquiries efficiently, demonstrating empathy, patience, and accountability.
• Tools and Systems: Proficiently use CRM systems, ticketing software, and other customer service tools to record and track interactions.
• Problem Solving: Handle basic to complex issues and escalate appropriately, ensuring customer satisfaction and service quality.
• Knowledge Development: Acquire and maintain a deep understanding of company policies, products, and service guidelines.
• Collaboration: Work with colleagues to resolve customer challenges and contribute to team goals.
• Continuous Improvement: Provide feedback and identify opportunities to enhance service processes and customer satisfaction.

Requirements:

• Education:

High school diploma or equivalent; a bachelor's degree in a relevant field is preferred.

• Experience:

Previous experience in customer service, order management or related fields - preferred

• Skills:

Excellent communication and active listening skills.

Fluency in English (B2/C1 level)

Fluency in Spanish (B2/C1 level)

Proficiency in CRM systems, SAP and other relevant software

Strong problem-solving and conflict-resolution abilities.

Attention to detail and organizational skills.

• Behavioral Attributes:

Commitment to the company’s core values (Courage, Ownership, Respect, Energy).

Customer-centric mindset with a focus on building strong relationships.

Ability to adapt to changing processes and technologies.

• Professional Development:

A willingness to participate in training programs, mentorship opportunities, and continuous learning initiatives.

What we offer:

• Attractive compensation
• Private medical health care
• Lunch card
• Holiday allowance
• Home office possibilities
• Internal referral program
• International work environment
• Creative atmosphere and great people.