Customer Care Specialist - Italian Market

Join our Movement and Champion Restaurant Culture! ♥

At TheFork we believe that the best things in life happen around the table, and we are on a mission to connect the world's favorite restaurants and the broadest community of loyal diners.

Finding the best dining experience for our Diners community or boosting restaurant performance for our Restaurateurs Partners has never been easier thanks to our signature products:

• TheFork App: our free restaurant discovery & booking app that helps you find your next table with ease.

• TheFork Manager: our innovative software tool that digitizes restaurant operations, empowering our Restaurateurs to manage bookings efficiently and boost their revenue.
• TheFork PAY and TheFork Gift Card: quick and easy ways to pay directly from TheFork app

At TheFork, we also believe that people truly make the difference. None of this would be possible without our vibrant Forkies community. Our strong core values-Better Together, Ownership, Respect, and Growth-are the guiding principles of everything we do, shaping our behaviors: "Come as you are," "Dig in," and "Make it Memorable".

TheFork leads the restaurant booking market in Europe and operates in 11 countries. Our offices boast a fully international team working together in a flexible, multicultural, and constructive environment that provides everyone with space to grow, both professionally and personally.

To learn more about TheFork and our Forkies, explore our official site: https://www.careers.thefork.com

Your responsibilities:

• Answer B2C and B2B customer requests via phone, email, and chat
• Listen carefully and understand each customer's needs
• Find the best solution, provide clear and accurate information, and ensure a positive customer experience
• Handle questions, issues, and complaints with professionalism and empathy
• Follow up on customer requests when needed
• Work independently while knowing when to ask for support
• Collaborate with other teams when additional support is required

Who you are:

You are someone who:

• Loves helping people and genuinely cares about the customer experience
• Is friendly, positive, and empathetic
• Has excellent communication skills, both written and verbal
• Is autonomous, proactive, and solution-oriented, and brings a "can-do" attitude and always looks for a solution
• Can stay calm and professional when dealing with challenging situations
• Is comfortable managing several requests and priorities
• Pays attention to detail and is a team player who can also work independently

You must meet these requirements:

• Based in Barcelona
• Native level of Italian and fluent in English. Speaking more languages is always welcome!
• A high level of communication skills
• Care about customer needs and always try to make their experience unique and satisfactory
• Knowledge in CRM tools
• Experienced in a customer support environment

What we offer:

An awesome team

A permanent contract (that can be useful in life)

Flexible working environment (2 days home office per week + up to 4 total weeks additional flexibility during the summer period and in December to work fully remotely)

Competitive fixed salary, bonus and equity (yes, equity!)

Lunch vouchers available for each working day (because yes, we like to try our best restaurants)

International teams and a multicultural environment spanning 10 offices across Europe

Highly inclusive working environment

Lifestyle benefits that can be used to reimburse expenses related to physical and leisure activities, family support, travel etc

Continuous learning and development programs

Free access to the Calm app to help you build resilience wherever you are in your mental health journey

Dedicated parental leave and caregiver leave policies (12 weeks fully paid)

A program dedicated to helping you have the best work/life balance

Health insurance fully covered by the company

Life & Disability Insurance at no cost to the employee

Amazing offices with dining, a coffee point on each floor, and leisure area

Team building events

We believe that we are better together, and we welcome you for who you are. We endeavor to ensure that everyone - regardless of ability, age, socio-economic & cultural background, ethnicity, faith, gender, gender expression, gender identity, ideology, national origin, race, sexual orientation, marital status, or any characteristic protected under applicable law -has the opportunity to reach their full potential. At TheFork, we want you to bring us your unique perspectives and experiences, so we can collectively continue disrupting the restaurant industry and go from good to great.

TheFork is committed to a fair recruitment process. If you have special needs and require reasonable support during your application, interview, or participation in the selection process due to health conditions or disability, please direct your inquiries to AccessibleRecruitment@TheFork.com. Our HR team will review the request and respond accordingly.

greenhouse@tripadvisor.com.

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