Customer Experience Agent (French Market)

About the role

Join Click&Boat’s Customer Care team in Barcelona to support French‑speaking boat owners and renters throughout the booking lifecycle. You will handle inquiries, resolve issues, and ensure high‑quality service across low and high seasons.

Key responsibilities

• Manage incoming tickets and phone calls from owners and renters, providing accurate, timely responses.
• Act as escalation point during high season, mediating disputes, handling urgent cancellations, complaints, and damage claims.
• Document recurring issues, report feedback, and contribute to process improvements.
• Prepare for peak periods by training seasonal staff, analyzing KPIs, and creating onboarding materials.
• Coach and review seasonal employees, conducting quality checks and training sessions.

Required profile

• Bilingual French and fluent English.
• At least 1 year of customer‑facing experience handling legal complaints and complex conflicts.
• Strong problem‑solving, time‑management, and organizational skills.
• Ability to thrive in a fast‑paced, dynamic environment, especially during high‑season weekend shifts.

Required skills

• Proficiency in ticketing systems and phone support.
• Experience with dispute mediation and claim investigation.
• Ability to follow structured workflows and improve operational efficiency.

What we offer

• Full‑time permanent contract with hybrid work model (1 remote day per week).
• 5 additional days off plus standard holidays.
• Extensive internal training and career development.
• Lunch vouchers, breakfast on Tuesdays, and gym partnerships.
• Boat licence and exclusive discounts on boat trips.
• Modern office near Barcelona Cathedral, 20‑minute walk to the sea.