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.

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 experience.
- Accurately record and document all customer interactions, keeping everything organized.
- Work closely with the logistics, e-commerce, and product teams to resolve cases.

What we're looking for:

- Previous customer service experience, ideally in e-commerce or DTC brands.
- A customer-first mindset: empathy, warmth, and a genuine wish for every customer to end up satisfied.




- Drive and a proactive attitude, focused on results and on recovering sales naturally.
- Strong organizational skills and the ability to manage your work efficiently, multitasking when needed.
- Ability to handle complaints appropriately, offering solutions and alternatives within limits and following up until they're resolved.
- A responsible and decisive person, able to put yourself in the customer's shoes and understand their needs.
- Good judgment on when to escape a case to your manager, asking for support when necessary and flagging new trends and issues so Olistic can improve its service quickly.
- Willingness to follow our guidelines, policies, and procedures, and to share ideas with the team to keep improving internal and external processes.
- Excellent written and verbal communication skills in Spanish and English. German is a plus.
- Experience with Zendesk, Shopify, and Recharge is a plus. If you don't have it yet, we're looking for someone eager to learn quickly.
- Experience with, or interest in, training and optimizing AI bots to automate and speed up customer service is a plus.

What we offer:

- Full-time position.
- Hybrid work scheme (up to two days working from home per week).
- Private health insurance.
- Meal and transport allowance, plus adaptable remuneration (Cobee).
- Annual personal training budget, plus regular company-wide training sessions.
- Office located in Barcelona city centre.

Why Join Olistic?

- Purpose-Driven Mission: Be part of a company shaping the future of nutraceuticals and wellness.
- Innovative Growth: Lead the expansion of a cutting-edge brand in an exciting and dynamic market.
- Collaborative Culture: Enjoy a flexible work environment that values creativity, initiative, and teamwork.
- Rewards & Opportunities: Competitive salary, performance-based incentives, and opportunities for professional growth.
- If you're ready to take on a challenge and make a tangible impact, we'd love to hear from you!

Join Olistic and be part of our journey to redefine wellness, one step at a time.

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📌 Customer Success Agent (Barcelona)
🏢 Olistic
📍 Barcelona