Customer Experience Agent (French Market)

Job description

⛵ About our Crew Click&Boat is a rental platform product of Boats Group, the fastest-growing digital business in the recreational boating space. We are a talented team of techies, creatives, marketers, closers and customer advocates who spend each day pushing the boundaries of technology to make buying, selling & renting boats easy. We spend each day surrounded by 500,000 boats from across the globe! Click&Boat is the European leader in boat rentals . Our marketplace makes boating accessible around the world, from a day trip to a week-long adventure, while enabling private and professional boat owners to generate additional income through rentals. To support this growth, we are hiring a Customer Experience Agent to join a dynamic team in our Barcelona office and continue building a world-class, creative organization by finding the best talent for our incredible culture. 🚤 The role In Click&Boat, there are 3 main operational Business Units : Supply: deals with boat owners and make sure the boats available on our platform generate revenues with the highest quality of service. Sales: deals with tenants and supports them all along a booking process, from quotations to closing the deal. Customer Care: represents the point of contact for our customers after a booking is closed by the Sales team (before, during and after the trip), and makes the link between boat owners and tenants (booking modification or cancellation, insurance or accident issues, etc). As Customer Experience, you will integrate the Customer Care crew and will play a key part in supporting our users , and collaborating closely with the Finance, Sales and Supply crew members across teams to deliver a high-quality work. If you're excited about marketplaces, digital business and dynamic environments, you might be exactly who we’re looking for. 🛟 What floats your boat As a central part of our day-to-day operations, your main mission will be to handle customer interactions efficiently , managing service-related issues, complaints, and claims between boat owners and renters. While your work will focus on r esolving tickets and ensuring smooth communication, you will also contribute to maintaining our service quality standards and supporting seasonal team members during the high season. Operations (80%) Low season (October - March) Manage incoming inquiries from boat owners and renters via tickets and phone calls . Provide accurate and timely responses , ensuring issues are properly documented and resolved. Handle routine requests , updates, and follow-ups to maintain a high level of customer satisfaction. High season (April - September) Act as an escalation point for complex or urgent cases , managing communication via email (80%) and phone (20%) . Mediate disputes between boat owners and renters, investigating claims and negotiating fair solutions in line with Click&Boat’s terms and conditions . Manage critical cases such as last-minute cancellations, service complaints, or boat damage , ensuring efficient resolution and clear communication between all parties. Report recurring issues or feedback to help improve our internal processes and overall service quality. Internal process analysis and update (10%) Prepare for high-season operations by coordinating seasonal staff training, onboarding, and analyzing end-of-season KPIs to enhance future processes. Identify opportunities for product and process improvements , creating reports on user feedback and system bugs to support development teams. Collaborate with cross-functional teams to optimize workflows and contribute to the global mission of reducing contact ratios and improving response times Contribute to seasonal operations by helping prepare training materials, supporting onboarding sessions, and assisting temporary staff during the high season Coaching and Quality Review (10%) During high season (April-September), guide and support seasonal employees, conducting quality reviews and leading training sessions to uphold service excellence 🧭 What you bring aboard We’re seeking motivated, detail-oriented team players with a passion for problem-solving and a knack for delivering excellent service. Language Skills: Bilingual in French and fluent in English. Customer Experience: 1+ years of previous experience in customer-facing roles is required, handling legal complaints and complex users conflicts. Solution-Oriented: Comfortable handling challenging situations and finding creative resolutions. Time Management Skills: Demonstrated ability to prioritize tasks effectively, meet deadlines, and handle multiple responsibilities in a fast-paced environment. Organized and Flexible: Thrives in a dynamic environment, especially during high-season periods with weekend shifts. Process-oriented and methodical: enjoys following structured workflows and continuously improving efficiency in daily operations. Queue management mindset: takes satisfaction in maintaining a clean, organized ticket queue and ensuring no requests remain unresolved 🌊 Bonus points (great to have, never a dealbreaker) Language skills: Any other language spoken from our markets is a plus (Spanish/Italian/German). Passion for Boating: An interest in boating or a connection to our industry is a bonus! 🗺 The hiring journey Intro call with Talent Acquisition Case Study Interview with your future manager Interview with the Head of Customer Care We aim to keep things smooth, transparent, and respectful of your time throughout the process. What awaits you aboard 🚀 A fast-growing international company with real impact; 💻 Remote work policy: 1 day per week, depending on periods of the year and seniority; 🌴 5 additional days off; 📖 Extensive internal training; 🥪 Lunch vouchers (Cobee); 💪 Gym partnerships (Wellhub); 🚤 Boat licence offered and exclusive discounts on your next boat trips; 🥐 Breakfast every Tuesday morning; 🌊 A welcoming office in Barcelona, next to the centrally located Cathedral and just a 20-minute walk from the sea; 🎉 Team-building activities. Contract: Full-time, permanent. 🪝 Ready to join? If this opportunity sounds like your next adventure, hit the “apply to this job” bottom. Remember, even if you don’t meet every requirement, you might still be a great match for us! And yes, we’re especially talking to women here: science says that you are less likely to apply if you don’t meet them all. So go for it, we’d love to hear from you. At Click&Boat, every application is reviewed with equal care and attention, regardless of age, gender, origin, disability, religion, sexual orientation, or any other characteristic. We hire for talent, drive, and mindset. The sea is open to all. 🌊