CUSTOMER SERVICE AGENT (M/F)

Description

Job Summary: We are looking for a Customer Service Agent (M/F) to act as a liaison between customers and departments, providing information and resolving inquiries. Key Highlights: 1. Call center experience and ability to work in a team. 2. #Petfriendly work environment and hybrid work system. 3. Values of passion, commitment, connection, and continuous improvement. **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 best choice for animal lovers in 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**, who shares **our purpose: the best for animals, the best for all**, based in our **Madrid offices**, within the **Marketing \& Customer Department**. The Call Center Agent within the Customer Service area will act as a liaison between our customers and the company’s various centers/departments. They will provide product and service information and resolve any required queries. **Requirements:** --------------- **What do we expect from you?** * High school diploma / vocational training qualification / university degree. * Minimum 2 years of call center experience. * 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. * Modifying shipping addresses. * Resolving order-related incidents. * Providing information on promotions, product descriptions, payment methods, operating hours, phone numbers, locations, etc. * Handling complaints through various platforms: PayPal disputes, OCU, FACUA, etc. * Analyzing customer needs and managing them collaboratively. * Identifying areas for improvement. * Managing logistics-related incidents with courier companies. * Collecting valuable insights about 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 strong capacity to contribute and create 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! * A hybrid work system: \#telework 50% of your working time. * Flexible compensation options (meal vouchers, childcare, transport) via Cobee. * Competitive health insurance for you and your family. * Psychological support for professional and personal matters. 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, giving special attention to candidates holding a disability certificate.