What are we looking for?

We are looking for an enthusiastic person with initiative and a desire for constant learning to join our Customer Service & Success team.

You will be the voice of the brand for our customers. Your main mission will be to give them the best possible care, share Olistic's philosophy, build lasting relationships, and make every interaction fast, warm, and effective. You'll make sure they have an extraordinary purchase and post-sale experience. You will also play a key role in recovering sales opportunities.

What does a Customer Service & Success Specialist do at Olistic?

• Respond to customer queries via email, chat, phone, and other channels through Zendesk, meeting the team's SLAs and maintaining a high level of customer satisfaction. Requests range from order inquiries, cancellations, and refunds to product advice. Medical queries are referred to the appropriate department.
• Look up and manage orders and customer accounts in Shopify.
• Manage subscriptions in Recharge: sign-ups, cancellations, frequency changes, pauses, and charges.
• Track orders,



shipments, returns, and incidents using our internal logistics tools.
• Resolve customer issues and concerns effectively, ensuring a satisfactory solution in a timely manner.
• Identify opportunities to recover sales. This includes offering alternatives when a customer wants to cancel, answering questions that are holding back a purchase, and reactivating customers. No cold calling or telemarketing.
• Use AI tools to draft responses, summarize cases, create macros, and improve our knowledge base.
• Train and improve our customer service AI bots. You'll review their answers, spot errors, update the information they rely on, and expand the cases they can resolve on their own.
• Detect recurring queries and propose improvements to processes, FAQs, and automated responses.
• Respond to reviews on different platforms with a constructive and empathetic tone, continuously improving the user experien

📌 Customer Success Agent (Barcelona)
🏢 Olistic
📍 Barcelona