Customer Care Specialist - Madrid Based

Getfluence is the branded content marketplace that enables companies to increase their awareness by making the headlines of the largest outlets in digital media.

The marketplace makes it easy for companies to identify the right digital media for their target audience, and to organize and order the desired campaigns, regardless of the industry and country targeted. Getfluence brings together thousands of advertisers from all industries, who can access branded content offers from 10,000+ digital media outlets worldwide.

Enjoying rapid growth and opportunities, Getfluence offers you the chance to join an ambitious project that has proven its success, with a passionate and dynamic international team.

Our values are trust, boldness and excellence. We value the empowerment of each individual, the taking of initiative, the desire to innovate, to challenge oneself, and to always achieve and exceed one's goals

Under the responsibility of our head of customer success, you will join the customer success team as a Customer Care Specialist. You'll assist our customers in using our marketplace to its full potential through live chat, email and phone support. After being given the relevant training, you'll know all about our product and its possibilities and will reference this expertise in knowledge base articles, support videos, and all other support materials you'll identify as appropriate to guide our customers. Supporting the users will also lead you to proactively contacting them about ongoing orders, and to collecting their feedback to pass on to product, marketing, or any other relevant team.

MISSIONS

• Work on requests from our client in french, spanish or english

• Answer users questions on live chat/email/phone 

• Questions can be general about Getfluence or about specific errors/situations where the Support Specialist technical intervention will be necessary

• It is necessary to know how to deal with customer frustration/misunderstandings

• Create support materials for users to refer to and maintain/update existing ones: knowledge base articles, short video tutorials, etc

• Coordinate with the rest of the team to contact users about missing/delayed actions from their side

• Collect feedback from the users and identify points to be forwarded to product team/other teams

REQUIREMENTS

• You need to have a minimum of a bac +2 Degree or a first experience in the area of customer care

• Knowledge in digital marketing or a first experience in this sector is a plus

• You need to speak several languages : English, French and  Spanish are mandatory for this position

• Speaking Italian is a plus

PROFILE

Soft skills : 

• You need to be very punctual

• You need to be a very rigorous person 

• For this position, you will need to be patient 

• You need to be autonomous