CUSTOMER SERVICE AGENT (M/F)

Description

Job Summary: We are seeking a Customer Service Agent for Grupo IskayPet, a leader in animal care, to serve as the liaison between customers and departments, resolving inquiries and managing orders. Key Highlights: 1. Being part of a leading group in companion animal care in Iberia. 2. Collaborating within a team dedicated to improving animals' lives. 3. A #Petfriendly work environment focused on well-being. **Description:** ---------------- **Join the Leading Animal Care Group!** **Grupo IskayPet** is the leader in Iberia for companion animal care. Iskay—meaning “the union of two” in Quechua—was founded in 2020 through the merger of Tiendanimal and Kiwoko. With our physical stores, veterinary clinics, veterinary hospital, and online platform, we have established ourselves as the top choice for animal lovers across Spain and Portugal. We strive to be the benchmark in animal welfare, driven by our mission: **"To care for animals and make life better".** We are more than a team: **We Are Caretakers (WAC)**. This concept guides our culture, promoting care across three fundamental pillars: * **World**: protecting the environment. * **Animals**: improving animals' lives. * **Community**: creating an inclusive and diverse environment for all people. At Grupo IskayPet, we seek a **Part-Time Customer Service Agent (M/F) for Spain**, aligned with **our purpose: the best for animals, the best for all**, based at our **Madrid offices**, within the **Marketing \& Customer Department**. The Customer Service Call Center Agent will act as the liaison between our customers and various company centers/departments. They will provide information about products and services, resolving any required inquiries. **Requirements:** --------------- **What do we expect from you?** * High school diploma / Vocational training (intermediate or advanced level) * Minimum 2 years’ experience in a call center. * Proactivity, autonomy, and commitment to excellence. * Ability to propose solutions and collaborate effectively within a team. * Alignment with our values. **Your responsibilities will include:** * Providing customer support via multiple channels: WhatsApp, Chat, Phone, Email, etc. * Delivering information and resolving inquiries. * Reducing service response times. * Managing orders with stock shortages. * Updating shipping addresses. * Resolving order-related incidents. * Providing information on promotions, product descriptions, payment methods, business hours, phone numbers, locations, etc. * Handling complaints through various platforms: PayPal disputes, OCU, FACUA, etc. * Analyzing customer needs and jointly managing them as a team. * Identifying areas for improvement. * Managing incidents with logistics providers. * Collecting valuable insights regarding customers, their needs, and preferences. **What values will you find at Grupo IskayPet?** **\#AuthenticPassion:** putting your heart into everything we do. **\#QualityCommitment:** pursuing excellence in every detail. **\#RealConnection:** building genuine and meaningful relationships. **\#ConstantImprovement:** advancing toward new challenges. **We are looking for someone who:** * Has exceptional ability to contribute and generate new ideas that enrich and strengthen our culture. If you are passionate about working in a diverse and dynamic environment, we want to meet you! **What do we offer you?** Thanks to our **\#HappyIskaylife** program, you’ll enjoy: * A \#Petfriendly environment: bring your best friend to the office! * Hybrid work model: \#telework for 50% of your working hours. * Flexible compensation options (meal vouchers, childcare, transportation) via Cobee. * Competitive health insurance for you and your family. * Psychological support covering both professional and personal topics. Additionally, you can participate in various internal initiatives such as Well-being Month, Planet Month, Meet-ups, Surprise Fridays, Fruit/Tea Day… and many more! * Grupo IskayPet S.L. (Tiendanimal, Kiwoko, Clinicanimal, Kivet) is committed to equality and equal opportunity for all candidates participating in recruitment processes, and further commits to the inclusion of persons with disabilities, paying special attention to candidates holding a disability certificate.