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Customer Care Officer France

Customer Care Officer France

Qontobarcelona, España
Hace 17 días
Descripción del trabajo

Our mission ? Creating the freedom for SMEs to succeed in business and beyond, by delivering Europe’s leading finance workspace. We combine business-class tools (seamless invoicing, spend management, and pre-accounting) with unwaveringly attentive 24 / 7 support, designed to help businesses breeze through all things finance.

Our journey : Founded by AlexandreandSteve in July 2017, Qonto has rapidly gained trust, serving over 500,000 customers. Thanks to our wonderful team of 1,600+ Qontoers, we also made it to the LinkedIn Top Companies French ranking!

Our values :

Customer focus | Prioritize customers in everything you do

Ownership | Own your part, get things done

Teamwork | Make (team)work easy

Mastery | Continuously raise the bar

Integrity | Always do what’s right, and respect people

Our beliefs : At Qonto, we're committed to fostering a welcoming environment where everyone can thrive. We prioritize evaluating applicants based solely on skills and potential, ensuring diversity with 50% international team members, 44% women, and 20% parents. Join us in building a workplace that celebrates diversity and individuality.

Discover the steps we took to create a discrimination-free hiring process.

Join Qonto as a Customer Care Manager in our Transfer team to deliver exceptional service and maintain our 95% customer satisfaction rate.

Working closely with our Payment Services team, you'll play a crucial role in handling complex banking inquiries and contributing to our continuous improvement initiatives, all from our Barcelona office.

As a Customer Care Manager at Qonto, you will :

  • Handle complex customer inquiries r elated to transfers and direct debits (SWIFT, SEPA, and instant) and direct debit issues via email, chat;
  • Investigate and resolve payment issues, collaborating with various internal teams
  • Maintain a high customer satisfaction rate while managing approximately 15 tickets per day on our ticketing tool, Zendesk;
  • Participate in team meetings to review KPIs, analyze cases, and imagine new proposals to solve identified problems or to improve customer experience;
  • Support and educate other agents to enhance overall service quality.

What you can expect :

  • A supportive team of 5 members within the larger Payment Services department, balancing the workload between the Paris and Barcelona offices
  • A stimulating international environment with Qontoers from more than +80 nationalities
  • New ways of working and continuous improvement methods to enhance customer satisfaction and internal processes.

    • About your future manager :

    Your manager will be Gabrielle , she has a strong customer relationship experience in the field of telecommunications and energy. She has joined Qonto as a Customer Success Manager and is now Lead Customer Success, specialized in Cards & Checks topics.

  • What can she bring to you? She will share her knowledge and help you reach and maintain your target of customer excellence.

    • About You :

  • Customer Service experience : 1 to 2 years of experience in customer service, if experience is in a banking or financial services company it's a plus.
  • Customer-centric approach : You show empathy and adapt your speech according to your customers' needs.
  • Communication skills : Excellent written and verbal skills in both French and English
  • Problem-solver : You can step back from a difficult situation and identify customer pain points. Always striving to improve yourself, you don't hesitate to ask for feedback on your work.
  • Adaptable : Comfortable working in a fast-paced, evolving fintech environment
  • Team spirit oriented : You collaborate with your team members to succeed together, knowing you can count on each other.

    • At Qonto we understand that true diversity isn't just about ticking boxes on a hiring checklist. Apply regardless of the boxes you tick! Who knows? You may have the missing piece of the puzzle we've been searching for all along.

    Perks

    A tailor-made and dynamic career track. An inclusive work environment. And so much more to help you succeed.

  • Offices in Paris, Berlin, Milan, Barcelona, and Belgrade;
  • Tailor-made remote work policy depending on the job you apply for and where you live;
  • Competitive salary package;
  • Ameal voucher;
  • Public transportation reimbursement (part or global);
  • A great health insurance (depending on the country);
  • Employee well-being initiatives : access to Moka Careto take care of your mental health and great offers for sports and wellness activities;
  • A progressive disability and parenthood policy (1 in 6 of Qonto employees is a parent!) and childcare benefits with selected partners;
  • Monthly team events.

    • Our hiring process :

  • Interviews with your Talent Acquisition Manager and future managers
  • A remote exercise to demonstrate your skills and give you a taste of what working at Qonto could be like

    • Find more information about our interview process on ourcareers website.

    On average, our process lasts 20 working days and offers usually follow within 48 hours

    To learn more about us :

    Qonto's Blog|Muy Pymes| Forbes.es|Europa Press

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