What are we looking for?
We are looking for an enthusiastic person with initiative and a desire for constant learning to join our Customer Service & Success team.
You will be the voice of the brand for our customers. Your main mission will be to give them the best possible care, share Olistic's philosophy, build lasting relationships, and make every interaction fast, warm, and effective. You'll make sure they have an extraordinary purchase and post-sale experience. You will also play a key role in recovering sales opportunities.
What does a Customer Service & Success Specialist do at Olistic?
Respond to customer queries via email, chat, phone, and other channels through Zendesk, meeting the team's SLAs and maintaining a high level of customer satisfaction. Requests range from order inquiries, cancellations, and refunds to product advice. Medical queries are referred to the appropriate department.
Look up and manage orders and customer accounts in Shopify.
Manage subscriptions in Recharge: sign-ups, cancellations, frequency changes, pauses, and charges.
Track orders, shipments, returns, and incidents using our internal logistics tools.
Resolve customer issues and concerns effectively, ensuring a satisfactory solution in a timely manner.
Identify opportunities to recover sales. This includes offering alternatives when a customer wants to cancel, answering questions that are holding back a purchase, and reactivating customers. No cold calling or telemarketing.
Use AI tools to draft responses, summarize cases, create macros, and improve our knowledge base.
Train and improve our customer service AI bots. You'll review their answers, spot errors, update the information they rely on, and expand the cases they can resolve on their own.
Detect recurring queries and propose improvements to processes, FAQs, and automated responses.
Respond to reviews on different platforms with a constructive and empathetic tone, continuously improving the user experience.
Accurately record and document all customer interactions, keeping everything organized.
Work closely with the logistics, e-commerce, and product teams to resolve cases.
What we're looking for:
Previous customer service experience, ideally in e-commerce or DTC brands.
A customer-first mindset: empathy, warmth, and a genuine wish for every customer to end up satisfied.
Drive and a proactive attitude, focused on results and on recovering sales naturally.
Strong organizational skills and the ability to manage your work efficiently, multitasking when needed.
Ability to handle complaints appropriately, offering solutions and alternatives within limits and following up until they're resolved.
A responsible and decisive person, able to put yourself in the customer's shoes and understand their needs.
Good judgment on when to escalate a case to your manager, asking for support when necessary and flagging new trends and issues so Olistic can improve its service quickly.
Willingness to follow our guidelines, policies, and procedures, and to share ideas with the team to keep improving internal and external processes.
Excellent written and verbal communication skills in Spanish and English. German is a plus.
Experience with Zendesk, Shopify, and Recharge is a plus. If you don't have it yet, we're looking for someone eager to learn quickly.
Experience with, or interest in, training and optimizing AI bots to automate and speed up customer service is a plus.
What we offer:
Full-time position.
Hybrid work scheme (up to two days working from home per week).
Private health insurance.
Meal and transport allowance, plus flexible remuneration (Cobee).
Annual personal training budget, plus regular company-wide training sessions.
Office located in Barcelona city centre.
Why Join Olistic?
🌿 Purpose-Driven Mission: Be part of a company shaping the future of nutraceuticals and wellness.
🚀 Innovative Growth: Lead the expansion of a cutting-edge brand in an exciting and dynamic market.
🤝 Collaborative Culture: Enjoy a flexible work environment that values creativity, initiative, and teamwork.
💼 Rewards & Opportunities: Competitive salary, performance-based incentives, and opportunities for professional growth.
✨ If you’re ready to take on a challenge and make a tangible impact, we’d love to hear from you!
Join Olistic and be part of our journey to redefine wellness, one step at a time.