Customer Experience Agent

Customer Experience Agent

Are you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment? We're looking for a Customer Experience Agent to join our team and ensure that every customer interaction is handled with care, efficiency, and professionalism. In this role, you’ll be the first point of contact for our customers, helping to resolve their inquiries, manage ticket-related issues, and ensure a seamless experience. If you're a proactive problem-solver with strong communication skills, we’d love to hear from you!

What You’ll Be Doing:

• Customer Support & Issue Resolution: Handle customer inquiries and resolve service-related issues efficiently. Identify the cause of problems, provide clear solutions, and follow up to ensure resolution.
• Ticket Management: Coordinate with our ticket providers to resolve any issues. Deliver tickets manually when necessary to ensure a smooth customer experience.
• Customer Happiness & Brand Reputation: Engage with customers via email and chat, ensuring a positive and supportive experience. Assist in managing our online reputation, responding to feedback professionally and proactively.

What You Need to Succeed:

• Education: A higher education degree is required.
• Experience & Skills: Minimum 2 years of experience in a customer service role. Familiarity with online tools such as Zendesk is a plus. Proficiency in Google Suite (Gmail, Google Docs, Sheets, etc.).
• Language & Communication: High level of English & Spanish, with strong grammar skills. Excellent interpersonal and communication skills, with a customer-focused approach. Ability to demonstrate empathy and handle customer concerns professionally.
• Problem-Solving & Attention to Detail: Strong problem-solving skills, with the ability to troubleshoot and resolve customer issues effectively. High attention to detail, ensuring accuracy in communication and ticket processing.

Working Conditions:

• Schedule: 37.5 hours per week, 5 days a week, including Saturdays and Sundays. Rotating shifts (9:30 AM – 6 PM / 5 PM – 1:30 AM).
• Contract Type: 6-month contract with the possibility of extension.
• Start Date: Immediate availability required.

Note: This is a fully remote position; however, the candidate must be based in Spain to ensure compliance with local financial regulations and business requirements.

Why you'll love working with us:

• Remote Work in Spain: Work from anywhere in Spain, with flexibility to suit your needs.
• Co-Working Spaces: Prefer an office? Enjoy access to our co-working spaces in Madrid and Barcelona—furry friends welcome!
• Hellotickets Credit: Receive €200 annually to enjoy Hellotickets events and experiences.
• Wellhub Membership: Access to health apps with an optional upgrade for gyms, wellness centers, and studios across Spain.
• Flexible Compensation: Access to Cobee to customize tax-efficient benefits like restaurants, transport, and more.
• Be part of a dynamic and supportive customer service team.

About us:

Hellotickets is a leading global platform and passionate provider of travel experiences, tours and activities, helping explorers find their way to more wonder in the world. Founded in 2017 by industry veterans Jorge Díaz Largo and Alberto Martinez, the brand is built on the belief that travel experiences and the emotions they inspire result in lives lived more fully, lives lived large. And living large is what we all should do. Resolutely focused on the live large experience, Hellotickets is based on a 4-day workweek and full remote model, with a team of +90 employees living around the world. Hellotickets is supported by early stage growth experts including Chris Colbert, Former Managing Director of the Harvard Innovation Labs, Pillar VC, a top U.S. venture capital firm, and Techstars, one of the biggest success accelerators in the world. We are proud to have an inclusive workplace environment that will foster your development regardless of gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.

Key skills/competency:

• Customer Support
• Issue Resolution
• Ticket Management
• Customer Happiness
• Brand Reputation
• English
• Spanish
• Google Suite
• Problem-Solving
• Attention to Detail