Marina Bonet

• Handling inquiries, complaints, bug reports, cancellations, issues with billing etc.
• Keeping FAQs and CS documentation up to date and translated to all languages
• Constant and proactive gathering of user feedback and partnership with UX and Product
• Responsible of documentation, processes and guidelines
• Vendor Management
• Managing projects across all departments + final QA
• Doing product demos for Business Development

• Making sure the team has the tools and resources to reach the established goals, SLAs and KPIs
• Training, leading and motivating the team
• Monitoring the Help Center activity
• Responsible of customer satisfaction, transferring internally any feedback from the client
• Advising the client on the best way to configure the platform to meet their needs and to get the most out of the functionalities of the software
• Personalized onboardings
• Documenting and updating all relevant information related to the client and the project
• Working with the Technical Department on specific functionalities, new feature requests, bugs or errors

• Customer support via phone, emails and tickets.
• Organizing deliveries, returns and exchanges

• Mentor (e.g. onboarding/induction of new employees)
• Customer support via ticketing (Zendesk). This included flight and hotel booking, add ons, special requests and cancellations
• Dealing with complex cases escalated directly from agents through Zendesk
• Platform Support with Knowledge & escalations
• Investigation and resolution of issues with direct customers
• Support Supervisors in daily operations
• Actively participate in trainings
• Stay up-to-date with new or modified procedures & policies
• Proactively point out skill deficits/training needs to the Supervisor
• Proactively provide feedback to improve tools/procedures/templates

• Attracting international clients, analyzing their needs and offering solutions and opportunities for them to get more business in Spain
• Creating communication campaigns through our media resources (online, print and face-to-face).
• Updating and creating documents such as media kits, proposals...
• Attending trade shows and destination presentations representing the company

• Attracting new clients and following up the ones that were already working with us.
• Customer care in the store and via phone.
• Giving the valuation of the apartments/houses for selling or renting, and taking the client along the whole process.
• Responsible for the CRM in the office.

Manager of the biggest store of the brand, taking care of the following responsibilities:

• Customer care: welcoming clients in the store and answering emails, calls and WhatsApp and other online platform's messages.
• Stock: controlling the stock and counting it every month to order what was necessary for the following.
• Responsible as well of giving the specialist what they needed.
• Complaints: managing the complaints and suggestions and looking for the correct solution for every problem.
• Cash register and takings: only responsible of the cash register and the payments, and counting the takings at the end of the day.
• Order and look of the store: making sure the store look, feels and smell as the rest of the stores, having everything tidy and clean and with availability of magazines, water, coffee...
• Calendar: managing the calendar of all the specialists, making the most of their time and making sure the client's needs were covered.
• Sales: additional product selling.

• Customer care in key points of the premises, ticket selling, access control, information and visit assistance, plus stock control and responsible of calls and emails.

• Customer care and product selling.