CUSTOMER ENGAGEMENT AGENT - USA MARKET (AFTERNOON SHIFT)

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Customer Engagement Agent - USA Market (Afternoon Shift)
We at PRONOVIAS GROUP, Global leader in the Bridal industry, are currently looking for a professional and talented Customer Engagement Agent to join our Customer Engagement Team in our Barcelona HQ.
We seek people who are passionate about Fashion; love to be part of a growing and challenging international environment; inspiring and empowering people and are not afraid to make the difference.
Our mission is bringing HAPPINESS into the world by dressing with style our customers’ dreams, being the best partner to our clients, and building together an exciting place to work.
At Pronovias Group, we are an equal opportunity employer. Your race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status don’t make a difference here. In our company want you to come as you are to be the best version of yourself.
About the role:
You will be a Pronovias Group Brand Ambassador, as part of the primary contact team for brides around the world, by responding to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information.
• Answer Phone Calls, Emails and Social Media to address any customer concern with the highest level of response and attention.
• Representing the organization as best in class.
• Respond to queries related to products, services, processes and policies.
• Assist customers with finding their dream dress or accessories.
• Handle and resolve complaints in accord with established policies and procedures.
• Respond to escalated issues in a courteous and professional manner consistent with our customer service philosophy.
• Report technical concerns to respective internal departments for resolution.
• Offering suggestions and advice e.g. where the customers original choice in no longer available, or viable, make suggestions and recommendations in order to maximize revenue opportunities for both us and the customer.
• Working as a team to assist the department in achieving its core KPIs.
• Exceeding customer expectations no matter the type of enquiry.
• Making each customer feel that nothing is too much trouble for us.
• Maximising sales opportunities - store training, staff training, commercial propositions.
• Liaise with retail stores to resolve customer concerns related to store experience.
• Utilize multiple systems and platforms to research and determine best course of solution based on the customers’ needs.
• Any additional duties that are necessary due to the evolving needs of the business.
Requirements
• At least 1-3 years of experience in a call center environment, preferably in the fashion sector.
• Customer service orientation and passion for the Bridal Industry.
• Outstanding listening, verbal, and written communication skills
• Team player and proactive can do attitude
• Team player; enthusiastic, accurate and commercially oriented;
• Must be proficient in English, Spanish spoken and written.
• An other language will be a plus.
• Availability to work from 15.30h to 00.30h.
WHAT DOES PRONOVIAS GROUP OFFER?
• Ethical workplace environment that embraces the diversity that makes us special. Having to opportunity to join our CSR strategy focused on women empowerment, environmental sustainability, and community impact.
• Benefits to improve work-life balance: flexibility on entry and exit, intensive day on Fridays, work from home policy and special benefits and schedules for pregnant women and parents.
• Possibility to join our flexible remuneration plan which includes health insurance, transport tickets, nursery school tickets and training related to our business.
• Company canteen with subsidized meals and breakfasts.
• Team building activities to promote our companies' values: respect, innovation, empowerment, performance driven and teamwork.
• Private parking and company shuttle bus
If you fit with the requirements and PRONOVIAS GROUP's values, do not hesitate to apply to this role!
APPLY HERE