Customer Care Officer France

Title: Customer Care Officer France

Location: Barcelona

Type: Full-time

Workplace: hybrid

Category: Customer Service - France 🇫🇷

Job Description:

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 Alexandre and Steve 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 related 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;

- A meal voucher;

- Public transportation reimbursement (part or global);

- A great health insurance (depending on the country);

- Employee well-being initiatives: access to Moka Care to 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.

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