Senior Customer Service

About you |

We are one of the most promising startups of 2024 with headquarters in Spain. We were founded in Barcelona, and since then, we've expanded to include offices in Madrid, Lisbon, Berlin, and Paris. This is only the beginning as we've got our sights set on spreading to the rest of Europe and later to include other continents as well 🚀.

Ukio's mission is to empower individuals to live where they want, when they want 🌎. We do this by disrupting the traditional residential real estate market, providing fully furnished and artfully designed apartments for stays starting at one month. We remove all the hassle around finding a rental with no long-term contracts, security deposits, broker fees, moving/buying furniture, etc., giving choice and flexibility to allow people to plant their roots anywhere 💥.

Backed by Europe's best Venture Capital firms, this year will be vital in our growth as we look to further build out our team, further establish ourselves in our current markets, and expand our reach into multiple new markets 🔥. We are currently ranked in the top 10 startups in Spain by Linkedin, and we have successfully raised a Series A investment round of €27 million that will help propel our growth throughout Western Europe and bring us closer to reaching our goals🥇.

Our culture |  

We honor diversity, compassion, and honesty above all else in our team. We’ve already got a great mix of dedicated, collaborative, and results-driven people and are looking for more like minded folks  to join our team. In true startup fashion, we always embrace the unknown and grant full autonomy to our team members to act as the owners of their projects and tasks. We are creators who embrace dynamic environments and take on and build up projects from scratch.

Our team is composed of everyone from foodies to athletes, adventure seekers to art buffs. We know fun, and we always have a team event on our calendars, so are you ready to join us?

Role |

As the Senior Customer Service, you will be responsible for handling high-level complaints and managing complex customer issues, including compensation disputes, relocations, and cancellation requests. Your role will involve working closely with cross-functional teams, such as legal and customer service. Utilizing strong negotiation skills, you will manage public reviews and maintain positive relationships with both customers and key stakeholders. Through proactive communication, you will ensure that customers feel valued throughout their journey, contributing to long-term satisfaction and loyalty.

Responsibilities |

• Handle High-Level Complaints and Negotiations: Manage and resolve high-priority complaints, including compensation disputes, relocation requests, and cancellation cases, ensuring customer satisfaction and retention.
• Cross-Functional Collaboration: Liaise with legal teams and other cross-functional departments to address and resolve sensitive or high-risk customer issues in a timely and effective manner.
• Negotiation and Relationship Building:Utilize strong negotiation skills to resolve disputes and maintain positive, long-lasting relationships with customers and key stakeholders.
• Management of Public Reviews: Oversee and negotiate responses to low-score public reviews, ensuring fair resolutions and maintaining the company's reputation.
• Customer Communication: Maintain proactive and transparent communication with customers throughout the resolution process. Ensure customers feel valued and heard.

About you |

• Experience: Minimum of 2 years of experience in customer service.
• Education: Bachelor’s degree in Business Administration, Marketing, or a related field preferred.
• Languages: C1 Spanish level and C1 English level
• Skills:
• Strong problem-solving and analytical abilities.
• Excellent communication and interpersonal skills.
• Experience managing high-profile clients.
• Familiarity in CRM and ticket management systems (e.g., HubSpot, Salesforce).
• Ability to work collaboratively across departments.
• Attributes:
• Customer-focused mindset.
• High attention to detail.
• Ability to thrive in a fast-paced, dynamic environment.
• Strong organizational and multitasking skills.

Ukio's life benefits |

• Private Health Insurance with SANITAS
• Flexible retribution with Payflow 
• UKIO Anniversary gift 
• Team buildings and office events 
• Transportation card (transportation coverage for role that have traveling needed for their work tasks according to the internal policy)
• Breakfast at the office, fruits, nutrition bars, free coffee/tea and popcorn!
• An amazing internal culture and no dress code!
• International working environment with many different nationalities!

Ukio's culture promotes and values each individual's contribution. Diversity and inclusion, it’s a big topic for us, as such we encourage applications from individuals of all backgrounds, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. 

Sky's the limit for us. We're here to revolutionize your life. Be part of this revolution 🔥 

We look forward to receiving your application! 
For more information about Ukio, visit us at www.ukio.com and to keep up to date with    UKIO’s news, follow us on LinkedIn and Instagram!

Last updated on Aug 26, 2024