Job Description

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**Customer Experience Agent - Multilingual**

Barcelona / Customer Experience / Full-time **Who we are:** connects pet parents with the worlds largest network of pet sitters and dog walkers. On Rover, pet parents can easily discover, book, and manage personalised care for their dogs including pet sitting, dog walking, and doggy daycare. Founded in 2011 on the belief that everyone should have the opportunity to experience the unconditional love of a dog, Rover improves and simplifies life for pet parents. You will join an amazing and ambitious global team. In Europe, we have a diverse international team with over 25 nationalities represented in our Barcelona office. Needless to say (but we're going to say it anyway) we love animals, and we wouldn't dream of going to work without them by our sides.

**Who we're looking for:** Now, we are on a mission to bring and the benefits we spread amongst pet lovers to Europe! Therefore, we are looking for talented, driven, and multilingual Customer Experience Representatives (either full-time or part-time) to be based in Barcelona to support our 8 markets (UK, France, Spain, Germany, Italy, Sweden, Norway and Netherlands). **Your responsibilities:**

+ As a member of the Customer Experience team, you are the backbone of .

+ You develop relationships with our users and create an exceptional, personal service experience for them via chat, email & phone.

+ You demonstrate outstanding attention to detail, ownership, and follow-through - and most of all - you are able to really listen to understand the core needs of our community.

+ Nothing can really make you flip as you are able and keen to operate with tight timelines while finding the right balance between professionalism and expediency.

+ Based on the customer feedback and your own experience, you proactively seek new ways to provide excellent customer support and how to improve - and yourself.

+ You build long-lasting relationships with our registered pet parents and pet sitters while providing superior customer support.

+ You are able to communicate effectively and manage escalated conversations in a professional manner between both parties (owner and sitter), as well as outside parties such as vet clinics and boarding facilities.

+ Where others are seeing problems, you are also seeing solutions. You take responsibility and follow appropriate procedures to solve whatever problems your team, or our users, may face. No matter what you do, our user retention, as well as the improvement of the overall customer satisfaction, is always in the back of your mind, next to the statement impossible is nothing!

**Your qualifications:**

+ You are fluent in at least 2 languages spoken in our markets (English, French, Spanish, German, Italian, Swedish, Norwegian and Dutch)

+ You are highly proficient in English for internal communication.

+ You have experience in the customer support area or/and contact centre operations - at your core - you can listen and you understand customers real needs.

+ You are able to operate and to continuously learn and improve in a fast-moving & dynamic environment.

+ You have a self-confident and positive demeanour mixed with excellent communication and strong problem-solving skills basically, you are ready to make a meaningful contribution to our team and our community from day one.

+ You have a true team player mentality - your team members are more than coworkers to you and you bring your unique experiences and passions to your job every day.

+ Bonus: Experience in working in the vet tech industry and/or experience in dog behaviours, including aggressive triggers.

**Benefits of working at Rover.com:**

+ Competitive compensation

+ Permanent contract

+ Stock options

+ Private health insurance

+ Gym allowance

+ Bring your dog to work (and unlimited puppy time)

+ Monetary help for adopting a dog plus yearly credit to use on our platform

+ Flexible work hours, sometimes youll need to be in at certain times, but on the whole, were pretty flexible when it comes to managing workload and time

+ Grab snacks, fresh fruit, in our kitchen to keep yourself going (currently on hold due to Covid19)

+ Free Tuesday breakfast and every other Thursday free company lunch (currently on hold due to Covid19)

+ Regular team activities, including happy hours, game nights, and more (Remotely due to Covid19)

Due to COVID-19, Rover Employees are not required to be in office until Q1 2022 at the earliest.

**Please submit your CV in English.**

Rover is an equal opportunity employer committed to promoting a diverse, inclusive and inventive environment with the best employees. Were driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations and ordinances.

We are committed to work with you to look for reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please to request accommodation.

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