Customer Service Italy

We are looking for a Customer Service Agent. If you are motivated for developing your career in a customer service dep, this is a great opportunity for you!
About Packlink

Shipping is complex and online stores need solutions to compete globally. With our technology, you can improve the shipping experience of your customers and deliver a premium service.

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Operating in 10 countries, our passion for getting shipping right means we support our customers every step of the way, making shipping simple and transparent.

Our vision: to facilitate online shipping around the world.

Our mission: helping online stores offer a great delivery experience.

Our values: making our inclusive and proactive company culture our core guide.

  • Earn it - Without trust, we can’t grow. We earn trust from our teammates, customers, and partners through hard work and great results.
  • Do it - Act, accomplish, repeat—that’s how we achieve our shared vision. Our team doesn’t overthink it, we are simply shipping by simply thinking!
  • Live it - We’re at our best when we’re challenged, learning, and having fun.

 

Our Customer Service Crew

This team is making it possible that Packlink leads shipping services in Europe, working in 10 different countries. The team's mission is to delight our customers by effortlessly providing solutions; that is providing a simple and resolute customer service experience.

We are growing fast, meaning that our customer service department will face strong new challenges to support business growth and will need to integrate new talents into his team 📈!

 

What will be your goals?
  • Handle inbound phone calls.
  • Support the sales team for queries related to customer service. 
  • Be the first point of contact to handle and resolve customer complaints.
  • Provide friendly and efficient service, manage complaints and resolve situations between customers and providers.
  • Respond professionally to inbound phone calls, chats and emails - Identify and escalate issues when necessary.
  • Compose thoughtful and accurate message responses.
  • Proactively and independently work to meet customer service KPIs.

 

What we are looking for?

We are looking for a highly motivated, experienced Customer Service Agent based in our headquarters in Madrid.

You need to enjoy working in a fast-paced, dynamic environment and be very solution-driven. We're looking for friendly, proactive, customer-oriented profiles, eager to make a difference, go the extra mile while working in a very close-knit team environment. Your contribution to our service commitment right from the very start is key.

The skill and experience set
  • You are native in Italian, Spanish and English are a plus.
  • Have a minimum of 2 years working in customer service, ideally within the logistics sector.
  • Are familiar with online customer service platforms, including online chat and ticketing systems.
  • Are not afraid of challenges, complaints and work well under pressure.
  • Have strong communication and interpersonal skills.
  • Are a people person, communicative, calm, and persuasive.
  • A team-oriented, enthusiastic, self-motivated, and quick learner.
  • You are flexible to organize the workload and varying shifts with your team.

 

What we offer

- 💸 Clear and transparent compensation plan.
The salary range for this role: from 17.000€ up to 19.000€.

We always include the salary range for all our job offers in order to be clear about our expectations. We will discuss the indicated range with you in the first recruiting call to ensure that we are on the same page.

- 📙 Personal Training Budget:
Up to 800€/year training budget (certifications, conferences attendance, etc.) to invest in your professional development. We want to help you improve your technical skills, feel involved in the product community, and develop your soft skills in order to lead teams and manage other stakeholders. Increased to 2000€ for Engineering and Product roles!.

- 🏠 We are a remote-first company
All team members at Packlink are remote employees. You can decide if you want to work in the office 2 days a week or 3 days per quarter. It's up to you. We also cover your expenses for working from home (50€ per month/600€ per year).

- 💻 Everything you need to work from home
Whether you prefer Mac, Linux, or Windows (or an additional screen or two), we set you up for success when working remotely.

- 🔗 Referral Bonus
We need your support in hiring top-class talent! We offer a referral bonus of 1k-3K, depending on the complexity of the role and the hiring process.

- 🇬🇧 🇪🇸 Free language classes
Thirsty for knowledge? Learn a new language by joining our free English/Spanish/French classes. In groups of 4-5 people, you can connect and enjoy taking up a new language or improving your current skills with one of our great instructors.

- 🏐 Health and Wellness
The well-being of our team is super important to us. Choose from different options that help you focus on your health:

  • Gym membership or exercise classes (pilates, kick-boxing, etc.)—we’re happy to cover the cost!
  • If you prefer private health insurance, we offer a great plan courtesy of our partner Alan.

- 🎂 Enjoy your Birthday
Take your birthday off to celebrate, or your kid's birthday!

- ⚖️ Great work-life balance
We offer a flexible work schedule and will do our best to adapt to your personal situation. Working in a fast-growth environment can be intense, but that doesn’t mean you shouldn’t enjoy your free time!

-💜 An inclusive and upbeat work environment
Leave your suit behind... we’re a t-shirt and converse kind of place! More importantly, our company culture promotes diversity and inclusion. The personality and opinions of each of our team members are important and valid, and we aim to offer all employees a safe environment where they can be themselves and thrive.

- 🌍 A cross-cultural atmosphere
We are a truly international team of 15 nationalities that speak 10 languages. Our company language is English and all internal communication and company-wide meetings are in English.

-🏟️ Company events
Work hard, play hard! We do our best every day, even at our regular team-building events. Everything is currently remote, but we’re looking forward to organizing in-person company events once again in the near future!

- 💰 Flexible Salary
We work with Cobee on a flexible compensation plan for transport, restaurants, and kindergarten so our employees can save on personal income tax.

Plus, many more exciting perks! Are you ready for discovering them?

Additional information

  • Remote status

    Fully remote

Or, know someone who would be a perfect fit? Let them know!

Madrid

Calle Amaltea, 9
28045 Madrid Directions

Awesome perks for an awesome crew!

Here in Packlink, we care about our people, their happiness, and their wellbeing. Keep in mind that these perks are the ones we have available right now, but we can always add more!

  • Competitive salary package & clear compensation policy that’s transparent ✔️

    We include the salary ranges for all our job offers so as to be clear about our expectations.

  • Personal Training Budget 📙

    Up to 2000€/year for tech (engeneering and product) and 800€/year for the rest of departments of training budget to invest in professional development. We want to help you develop both your technical and soft skills so you can become the best at your job!!

  • Languages classes on a weekly basis 🗺️

    Thirsty for knowledge? Learn a new language by joining our free English/Spanish/French classes. In groups of 4-5 people, you can connect and enjoy taking up a new language or improving on your current skills with one of our great instructors.

  • Health and Wellness 🏅

    We care deeply about our employees. Choose a gym membership, physiotherapy sessions or private health insurance, 100% free! We also offer access to mental health counsellors free of charge.

  • Our company culture centers on 👕

    A young and upbeat work environment. Leave your suit behind; we’re a t-shirt and converse kind of place.

  • Develop your cross-cultural skills 🌍

    We are a truly international team of more than 15 nationalities that speak 10 languages. Our company language is English and all internal communication and company-wide meetings are in English.

  • Enjoy your Birthday 🎂

    Take your Birthday day off and celebrate in style!

  • Great work-life balance ⚖️

    Your work-life balance is really important to us! If you have kids or love going to the gym in the morning, your schedule is flexible at Packlink. Just talk to your superiors and we’ll be happy to find the best fit for you!

  • Everything you need 💻

    Whether you prefer Mac, Linux or Windows, an additional screen or two, we set you up for success when working remotely.

  • We adapt to you 🏡

    Since the onset of COVID, we are fully remote. Moving forward, Packlink is committed to finding the best combination of remote work and days at the office for each of our employees. From 3 days WFH per week to 3 days per month working in the office, we are happy to adjust to what works best for you.

  • Company events 🏟️

    Work hard, play hard! We do our best every day, even at our regular team-building events. Everything is currently remote, but we’re looking forward to organising in-person company events once again in the near future!

  • Flexible Salary 💰

    We work with Cobee on a flexible compensation plan for transport, restaurants and kindergarten so our employees can save on personal income tax.

Be part of our rocket team

Hablar sobre el equipo y la cultura

Already working at Packlink - Simply Shipping?

Let’s recruit together and find your next colleague.

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