Senior Manager responsible for product management and strategy in customer services at Capital One. Driving innovation through technology and leading cross - functional teams for enhanced customer experience.
About the role
- Customer Support role for German and English speakers at Wellhub, providing assistance through various channels. Resolve technical inquiries to enhance user satisfaction in Madrid.
Responsibilities
- Ensure customer satisfaction by managing all communications (email, chat, phone).
- Providing accurate, complete solutions to inquiries and complaints using established methods and tools.
- Build sustainable relationships and trust through empathetic, open communication, while diligently researching customer accounts for proper resolution.
- Manage and update CRM records accurately, categorizing tickets promptly and consistently, and follow up on pending issues to ensure timely resolution.
- Adhere to all processes and policies, proactively escalating trends or critical issues to leadership when necessary.
- Achieve personal and team targets for quality and productivity, and collaborate closely with multiple departments to support all operations.
- Handle additional responsibilities such as processing refunds and approvals.
- Ensure excellent service, always being helpful and empathetic.
- Committing to the training and guidance received to always be updated on the processes.
- Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life wellness.
Requirements
- High School/Technical school completed. A degree is a plus.
- Native German and Fluent English are mandatory.
- Knowledge with CRMs (e.g., Zendesk, Darwin, Salesforce - if applicable) and Analytics tools (e.g., Tableau, Metabase).
- Excellent grammar and computer skills.
- Knowledge of Google Workspace is a plus.
- 1 to 2 years of experience with CX, multi-channel, and written customer support.
Benefits
- Free Gold membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more!
- Health insurance.
- As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. We offer all employees a one-time reimbursement to set up their home office equipment and a monthly work allowance to help cover the costs of working from home.
- Employees receive a minimum of 25 days paid holiday per year with an additional day for each year of tenure (up to 5) in addition to annual holidays (including an extra holiday on your birthday!).
- We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.
- Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success.
- You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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