DESCRIPTION
- Location & Work Model: Barcelona (Poblenou) | 100% On-site
- Project Highlight: Elite Global E-Commerce
- Salary: €22,000 - €28,000 gross/year
The Project
Imagine working with a company that doesn't just sell products online, but completely owns the experience from A to Z. Our client is a premier global e-commerce group specializing in high-end, luxury outdoor gear and precision equipment (specifically elite PCP airguns and optics).
Operating out of a vibrant hub in Barcelona, they manage exclusive online stores for top-tier global brands, alongside their own premium manufacturing brand. They don't just resell; they buy directly from manufacturers, customize equipment in their own specialized workshop, handle international premium shipping, and provide top-tier after-sales support. With a tight-knit team of 15-20 people, they are growing rapidly on an international scale, and they need someone to help elevate their customer experience to the next level.
The Role & Responsibilities
As a Customer Service Specialist, you won't just be answering tickets; you will be the ultimate bridge between global enthusiasts and the internal team. Your objective is to ensure every customer receives a premium, seamless experience that matches the high value of the products.
Your daily missions will include:
- Omnichannel Support: Manage customer inquiries via email and helpdesk (HubSpot), keeping a warm, premium, and professional tone.
- End-to-End Resolution: Provide accurate guidance on international orders, shipping logistics, product compatibility, returns, and warranties.
- Proactive Outreach: Pick up the phone or send a direct email to resolve complex cases faster, clarify technical details, and build trust.
- Department Expansion: Help roll out and manage the incoming phone support channel as the team expands.
- Internal Bridge: Work daily with Logistics (for delivery updates), the Workshop (for technical repairs/warranties), and Operations (for stock availability) to solve issues efficiently.
- Process Optimization: Help improve ticket structures, create email templates, and update FAQs to make the department run like clockwork.
What You Should Bring
Your Profile
You are a structured, detail-oriented, and solution-driven professional who loves solving puzzles. You don't just pass problems along—you look for answers. Because the customers are highly knowledgeable experts and collectors, you should have a natural curiosity for how things work and a keen technical mindset.
The Must-Haves:
- Languages: Strong, fluent English is mandatory.
- Experience: Previous experience in Customer Service or Support (ideally in an e-commerce environment).
- Technical Mindset: You are genuinely comfortable learning about technical/mechanical concepts and high-value products.
- Tools: Experience working with HubSpot, Shopify, or similar e-commerce and helpdesk platforms.
- Availability: On-site in the Barcelona office (Schedule: 09:30 - 18:30). Either full-time or part time.
The Nice-to-Haves:
- Fluency in other languages such as Spanish, French, German, Portuguese, or Italian.
- Experience handling customer support over the phone.
- A personal interest in outdoor sports, shooting sports, airguns, or precision mechanics.
What’s In It For You?
- The Challenge: You get to join a fast-growing global company where your input actually matters. You won’t be a hidden cog in a massive machine; you will directly shape the future of the customer service department.
- The Learning Curve: You'll sit right alongside the logistics team, the workshop technicians, and operations, giving you a 360-degree view of how a successful global e-commerce business works.
- The Vibes: A collaborative, tight-knit team environment where people work hard but keep things chill and friendly.
- The Compensation: A fixed salary of €22,000 - €28,000 gross per year, depending on your experience and profile.
About the Company
Our client is an established, independent global e-commerce group founded in 2012 by an engineer and competitive shooter. Based in the creative and tech-focused Poblenou district of Barcelona, the company has grown into an international reference point in its niche industry. They pride themselves on quality, precision, and global reach, while maintaining a friendly, collaborative office culture just minutes away from the metro and the beach.
