The opportunity
We are searching for a friendly Partner and customer support agent with focus on Partner inquiries, sport-related questions coming from our members.
You will take over an active role in our team, handling advanced cases independently, maintain knowledge of our Partners and services, and be in close contact with all corresponding team members as well as our Team Leads.You will ensure a great Partner experience across the whole Urban Sports Group (all brands) so they can, in turn, offer the best experience to our members. You will balance the needs of both groups of customers and so play an essential role in keeping our partners and members happy.
Your responsibilities
- Be a point of contact for high-level partner inquiries coming via Zendesk.
- Supporting our partners with their technical issues and onboarding and offboarding processes via our backend and customer relationship management tool Pipedrive.
- Take ownership for clear and accurate partner profile information (especially booking and check in process + removal of inactive venues).
- Help our members with questions related to sports, everything from check in and reservation support to feedback on members’ experience with partners.
- Proactively identify common problems and give qualitative feedback to our Training & Knowledge, Partner Specialists and leaders team.
- Ensure partner and member satisfaction both via an optimal sport offering and a smooth and seamless member experience.
- Demonstrate deliverables in terms of KPIs and service level agreements.
- Be available for other team members to answer questions and find solutions.
- Communicate effectively with the customer experience team and Team Leads.
What you need to succeed
- Excellent communication skills in German & English, both spoken and written
- Confident with tools such as Zendesk, Jira, remote support tools and Pipe drive
- Ability to maintain great expertise of our Partners, product and policies
- Sound judgment, attention to details, Self-motivation and consistent high quality performance
- Ability to work with a set schedule, prioritize tasks and complete them following the deadline
- Troubleshooting & a creative mindset for Problem-solving.
- Good financial literacy and a head for numbers
Our offer to you
- A free Urban Sports Club L Pro Membership
- We’re working in hybrid mode offering you flexibility to work onsite and from home
- WorkOUT Life Balance: 30 days paid vacation per year, flexible working hours, free access to our Employee Assistance Program, plus up to 3 months of remote working from anywhere in the EU, desk swap policy allowing additional remote working time from our other European offices
- Regular team events and other initiatives helping employees to stay productive, healthy and engaged during hybrid mode
- Personal development perks including an annual budget for books and online trainings, regular internal trainings, German and English language classes
Urban Sports Club is committed to providing a friendly, safe, and welcoming environment for everyone who applies for a position or already works with us, regardless of their sports preferences, gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, or religion (or lack thereof).
