Head of Customer Service

The Head of Customer Service at Wallapop is responsible for overseeing and optimizing the customer service experience, ensuring that both internal teams and external agents deliver exceptional service. This role involves managing data analytics, mentoring teams, implementing improvements, and promoting a customer-centric culture.

Candidates for the role of Head of Customer Service at Wallapop should possess a background in Engineering, Business or a related field, alongside previous experience in managing customer service teams, strong analytical skills, and fluency in English and Spanish.

The Head of Customer Service plays a crucial role in Wallapop’s mission by creating a connected trade ecosystem and enhancing the customer experience. Their leadership ensures users are supported, and their feedback is integrated into broader business objectives.

Working as the Head of Customer Service at Wallapop comes with great perks, including competitive compensation, flexible working hours, health insurance, generous holiday entitlement, and opportunities for professional development with a dedicated learning budget.

Wallapop embraces a dynamic and inclusive culture where diversity is celebrated. As the Head of Customer Service, you'll be part of a collaborative team that values creativity, innovation, and a shared commitment to exceptional customer experiences.

The interview process for the Head of Customer Service role at Wallapop includes several stages, such as introductory calls, leadership interviews, case studies, and culture interviews, allowing you to showcase your expertise in a supportive environment.

As Head of Customer Service at Wallapop, you will encounter challenges such as managing a fast-growing customer base, ensuring service quality across various platforms, and adapting to changing consumer demands within a collaborative economy.

To effectively improve customer service processes, I analyze existing workflows, gather customer feedback, use data metrics to identify pain points, and implement training sessions to support my team in delivering exceptional service.

In difficult customer interactions, I prioritize active listening to understand the customer's concerns, maintain calmness, and work collaboratively to find a solution that meets their needs while adhering to company policies.

I have successfully led customer service teams by emphasizing open communication, providing ongoing training and mentorship, and encouraging a culture of accountability, all of which resulted in improved performance and customer satisfaction scores.

Key metrics for evaluating customer service success include customer satisfaction scores, Net Promoter Score (NPS), average response time, resolution rate, and individual team member performance metrics.

To foster a customer-centric culture at Wallapop, I would engage my team in regular meetings to share customer feedback, celebrate successes, provide training on empathy in service, and ensure that every decision made prioritizes the customer experience.

In a previous role, I identified a recurring issue in service tickets, so I proposed a policy change that streamlined communication channels, which significantly reduced response times and enhanced overall customer satisfaction.

I have successfully used CRM platforms and customer service software tools, such as Zendesk and Freshdesk, to enhance customer service operations by tracking metrics, improving workflow efficiency, and providing better visibility into customer interactions.

I stay updated with trends in customer service by attending webinars, participating in industry conferences, engaging in relevant online communities, and reading articles from thought leaders in customer experience management.

I motivate my customer service team by recognizing their achievements, providing constructive feedback, creating growth opportunities through training, and fostering an environment where team members feel valued and empowered.

I admire Wallapop's commitment to sustainability and community engagement through the collaborative economy. I want to leverage my expertise to contribute to this mission and enhance the customer experience while working with a passionate team.