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Customer Experience Agent (all genders)

Berlin

The opportunity 

We are looking for a compassionate, communicative Customer Experience Agent with focus on B2E or B2C members to join our team in Berlin or Cologne. As a Customer Experience Agent, you are the first point of contact for our members/partners and the “face” of Urban Sports Club. As the bridge between customers and Urban Sports Club, you ensure our customers leave every interaction feeling positive about the Urban Sports Club offer and the support we provide.

Join our team and help us to continue inspiring people to lead an active and healthy life.

What you will do

  • Find creative and individual solutions to the requests of our B2E or B2C members received via email and on the phone
  • Serve as the direct link between Urban Sports Club and current and potential members 
  • Build a relationship with our members with your positive, compassionate, and clear communication 
  • Help us to continuously improve our level of customer service, our user experience, and our processes and tools
  • Foster cross-departmental collaboration with colleagues from other departments, such as Sales, Finance, Growth and Customer Success

What you will need to succeed

  • You are a strong communicator in German and have a good level of English
  • Ideally, you already have experience in customer service or another position requiring strong communication and interpersonal skills
  • You are reliable, organised, and able to stay calm in stressful situations
  • You can relate to our customers and are excited about the opportunity to delight them in every interaction
  • You are a self-starter, quickly seeing what needs to be done and taking a structured approach to accomplishing the task at hand
  • You carry yourself with confidence and enjoy connecting with members, internal stakeholders, and your colleagues
  • You identify with our goals and mission - you are enthusiastic about sports and technology, and you want to inspire people to lead a happy and healthy life

What’s in it for you 

  • Free Urban Sports Club L Pro Membership + Friends and Family Discount: Stay active with free membership, plus discounts for friends and family.
  • Flexible Work Model: Enjoy a hybrid work setup, balancing on-site and remote work options to fit your lifestyle.
  • Extended Remote Work Options: Work up to 120 days remotely within the EU, the UK, and Switzerland, including 30 days outside the EU. You’ll also have the option to desk-swap at our other European offices.
  • WorkOUT Life Balance: Take advantage of 30 days of paid vacation annually, plus two additional days for volunteering, flexible working hours, and complimentary access to our mental health provider Open Up.
  • Personal Development: Receive an annual budget of €1,000 for professional growth, with regular internal training sessions and weekly German and English language classes.
  • Engaging Team Culture: Participate in regular team and company events along with wellness initiatives that help you stay productive, healthy, and engaged in a hybrid work environment.

Urban Sports Club is committed to providing a friendly, safe, and welcoming environment for everyone who applies for a position or already works with us, regardless of their sports preferences, gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, or religion (or lack thereof).

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