Warranty and Incident Specialist

•Previous experience in customer service, incident management, warranties, or after-sales service.

•Excellent written and verbal communication skills.

•Ability to organize and manage multiple tasks simultaneously.

•Analytical, proactive profile oriented toward problem-solving.

•Ability to work transversally with different departments.

•Proficiency in IT tools, ERP, CRM, or incident management platforms.

•Knowledge of Microsoft Office, especially Excel.

We will value

•Experience in e-commerce, retail, or consumer brand environments.

•Knowledge of quality processes and continuous improvement.

•Experience in the analysis and monitoring of service indicators.

•Ability to detect opportunities for improvement and process optimization.

•English level B1/B2

•Knowledge of other languages such as French, German, or Italian will be especially valued, to provide support to our international customers and contribute to an excellent service experience in all our markets.

•Joining a leading company in constant growth.

•Being part of a team oriented toward excellence in customer service.

•Dynamic, collaborative environment with a focus on continuous improvement.

•Training and professional development.

•Active participation in projects oriented toward optimizing the customer experience.

At GOBIK, we are looking to hire a Warranty and Incident Specialist to join our Customer Service and Warranties area.

Their mission will be to guarantee excellent management of incidents and warranties, offering fast, effective solutions aligned with the company's quality standards. They will be responsible for managing each case from start to finish, coordinating with the different departments involved to ensure the best possible experience for the customer.

We are looking for a person who is organized, resourceful, empathetic, and service-oriented, capable of turning every incident into an opportunity to reinforce the trust and satisfaction of our customers.

•Receive, register, and manage incidents, claims, and warranty requests.

•Analyze each case to identify its cause and determine the most appropriate solution.

•Manage the comprehensive follow-up of incidents until their resolution and closure.

•Maintain clear, close, and proactive communication with customers throughout the entire process.

•Coordinate with the Production, Quality, Logistics, Warehouse, and other involved departments to expedite incident resolution.

•Manage replacements, returns, repairs, or any action derived from an incident or warranty.

•Guarantee compliance with established internal procedures and quality standards.

•Identify recurring incidents and propose corrective actions to prevent their repetition.

•Collaborate in the continuous improvement of processes related to customer service and after-sales service.

•Perform follow-up tasks and analysis of indicators related to incidents, response times, and customer satisfaction levels.