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Customer Service Specialist - Italy



Customer Service
Barcelona, Spain
Posted on Tuesday, July 9, 2024

Wallapop is a Barcelona based scale-up driven by the purpose to empower people to embrace a more conscious and human way of consumption. We believe in a world where collaborative economy is mainstream. This is what drives us. 💫

Wallapop operates in Spain, Italy and Portugal, offering a catalogue of several hundreds of millions of products and services. Powered by technical innovation and continuous improvement, we bring together the scale & trust of classifieds with the marketplace’s convenience & reach. 🌱 Our mission is to enable a connected trade ecosystem, making 2nd-hand the norm through smart use of technology.

Backed by top investors such as Accel, Insight Partners & Naver Corp we bring our total valuation to 806 million EUR and are embarking on our international journey with the aim to become the world’s best unique goods trading platform.

The Challenge 🧩

We are looking for an Italian-speaking Customer Service Specialist who will report directly to our Customer Service Team Lead. We are looking for someone with a strong customer-centric mindset to join our constantly evolving team to ensure a high level of customer service focused on enhancing customer satisfaction. Our team's mission is to be able to transform potential friction into a "wow" experience.

What You Will Do 👇

  • Resolve Complex Customer Issues: Manage and resolve high-complexity user inquiries across various channels, ensuring timely and satisfactory solutions.
  • BPO Support: Facilitate communication, provide support, and collaborate with external BPO partners to optimize service delivery.
  • Performance Monitoring: Monitor customer service KPIs, analyze deviations, and proactively propose improvement actions.
  • Process Optimization: Identify opportunities to streamline processes and participate in continuous improvement projects within the department.
  • Cross-Functional Collaboration: Build strong relationships with relevant departments (Logistics, Legal, Customer Experience, etc.) to recommend customer-focused policies and practices.
  • Customer Satisfaction: Consistently deliver excellent customer service, ensuring high levels of user satisfaction throughout the support journey.
  • Adaptability: Embrace change and readily take on new responsibilities or tasks as needed, contributing to the dynamic growth of our team and business.

What We’re Looking For 🔎

  • You have excellent verbal and written communication skills in Italian, English, and Spanish.
  • You have an analytical mind and are comfortable working with data (spreadsheets, data visualization tools).
  • You demonstrate outstanding problem-solving skills and the ability to operate autonomously.
  • You can build effective relationships with cross-functional partners.
  • You are passionate and have a strong customer-centric focus.
  • Experience in Customer Service in a multi-channel customer service environment is a plus.
  • Experience using Zendesk or similar tools is a plus.
  • Nice to have: Bachelor's degree in Business, Economics, or Engineering.

Do note that all our jobs are 📍 Barcelona based. "We work in a hybrid model, we offer a flexible work environment where regular office attendance is expected for which the frequency is determined at a team level

Wallapop is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees as we want Wallapop to be a place for everyone.

Additionally to the opportunity to contribute to an agile product set up and work together towards achieving our meaningful mission, we offer the following 🍭 Perks & Benefits:

  • Competitive phantom shares package for all employees
  • Generous individual learning budget of 2k per year
  • Group and individual English, Catalan & Spanish lessons as part of our working day
  • Private Health Insurance with Cigna
  • Flexible working hours + short Fridays
  • Flexible remuneration to deduct from gross salary (kindergarten/food/transport check)
  • Gym & Wellness plan, including physiotherapist in the office
  • Generous referral Program & Charity Donation
  • Bonus for weddings & newborns
  • Wallapop Renta (Tax income support)
  • Monthly plan for free shipping, bumps & home-pick-up on our services
  • Workiversary Gifts and Birthday Surprises
  • Contribution towards your WIFI in your monthly payroll
  • One-off payment based on compensation package to go towards setting up your home office
  • Relocation package (monetary support and legal advice) and visa sponsorship, if applicable
  • 26 holidays per year
  • TOP hardware of your choice (latest Apple or Windows)

What does the hiring process for this position look like? 👀**Please, note that all interviews take place remotely over hangouts.**

Intro Call - run by talent acquisition, focus on providing more information about the role and the company as well as going over your experience, motivation, and expectations. This usually takes 45-60 minutes.

Case Study Submission- you will be assigned a task to submit within 5 up to 7 days where you will be able to showcase your expertise / technical skills required for the role.

Expertise Interview - run by the hiring team, focus on the required core skills and the ability to deliver in a given context. This usually takes 60-90 minutes.

Stakeholder Interview - run by relevant stakeholders reflecting the reality of the context of the role, focus on the ability to collaborate & deliver in a cross-functional set-up. This usually takes 60 minutes.

Culture Interview - run by culture interviewers, focus on adherence to Wallapop's purpose and business proposition. This usually takes 60 minutes.

Offer - should you be the right candidate, your offer will be discussed over a call with talent acquisition and will then be confirmed in writing.