Customer Engagement Agent (Italy & Spain)

We at PRONOVIAS GROUP, Global leader in the Bridal industry,  are currently looking for a professional and talented Customer Engagement Agent to join our Customer Engagement Team in our  Barcelona HQ.

We seek people who are passionate about Fashion; love to be part of a growing and challenging international environment; inspiring and empowering people and are not afraid to make the difference.

Our mission is bringing HAPPINESS into the world by dressing with style our customers’ dreams, being the best partner to our clients, and building together an exciting place to work. 

 About the role:

You will be a Pronovias Group Brand Ambassador, as part of the primary contact team for  brides around the world, by responding to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information.

• • Answer Phone Calls, Emails and Social Media to address any customer concern with the highest level of response-  and attention.
  • Representing the organization as best in class
  • Respond to queries related to products, services, processes and policies
  • Assist customers with finding their dream dress or accessories
  • Handle and resolve complaints in accord with established policies and procedures
  • Respond to escalated issues in a courteous and professional manner consistent with our customer service philosophy
  • Report technical concerns to respective internal departments for resolution
  • Offering suggestions and advice e.g. where the customers original choice in no longer available, or viable, make suggestions and recommendations in order to maximize revenue opportunities for both us and the customer
  • Working as a team to assist the department in achieving its core KPIs
  • Exceeding customer expectations no matter the type of enquiry
  • Making each customer feel that nothing is too much trouble for us
  • Maximising sales opportunities - store training, staff training, commercial propositions
  • Liaise with retail stores to resolve customer concerns related to store experience
  • Utilize multiple systems and platforms to research and determine best course of solution based on the customers’ needs
  • Any additional duties that are necessary due to the evolving needs of the business