Customer Care Officer - France

Job Description

Our mission ? To create the finance solution that energizes SMEs and freelancers, so they can achieve more. We simplify everything from everyday banking and financing, to bookkeeping and spend management. A Qonto, we are passionate about creating the best product, one with a strong impact and a great user experience. So, if you’re looking for an ambitious team that’s modernizing a dusty industry thanks to design and technology combined with great customer care, get in touch! Find out more about the Qonto Way here . Alexandre and Steve launched Qonto in July 2017, and the team has achieved great things since then: - Market leader for online SME banking in Europe - 220,000 SME clients - Outstanding customer satisfaction ( App Store | Google Play | TrustPilot ) - Recognized as one of the best startups to work for ( LinkedIn | Glassdoor ) - €622 million raised so far with a €4.4 billion valuation after Series D - International investors including Valar, Alven, Tencent, DST Global, Tiger Global, TCV, Alkeon, Eurazeo, KKR, Insight Partners - 4 offices in Paris, Berlin, Milan, and Barcelona - And 500+ happy Qontoers building a finance solution businesses love to use Our values: - Ambition | We tackle big challenges. No matter what - Teamwork | We create momentum by working together, at the same speed - Mastery | We pursue excellence through continuous learning. We face challenges with humility. Every day - Integrity | We're open. We're honest. And we earn the trust of our clients and each other The mission of the Operations department is to offer the best service to our customers while ensuring fluid internal processes, permanent monitoring of activities, and an optimal level of security (especially on back-office and fraud topics). Join our Customer Care team where you will guide our clients: you will be fully dedicated to customer satisfaction and participate in the creation and maintenance of services and processes. We are proud of our 4.6/5 customer satisfaction 🌟 and we always want to improve it! That's why we see our Customer care team as a strong asset in our mission to become the finance solution all businesses love. 👩‍💻🧑‍💻 As a Customer Care - France - at Qonto, you will • Be a Qonto Ambassador! You will delight our customers by providing sharp, quick technical support and guiding them in using Qonto, answering all their questions via email, chat, and phone. • Be the voice of our customers by putting yourself in clients' shoes to anticipate their expectations and understand their needs, to continuously improve our product and keep the "WOW" effect along with the relation. Your role is key to allowing us to improve our product constantly! • Set up internal processes to better respond to customer requests (update FAQs, dashboards, macros, make feedback to Ops and Product teams, etc.). • Take ownership along with our continuous improvement methodology . You will identify anomalies, optimize and set up new ways of problem-solving and keep your colleagues up to date on all of this. 🤔 What team could you work on - Our Customer Success Onboarding Team is the first point of contact with new clients and guarantees an efficient and qualitative onboarding process. - Our Customer Care Team ensures the constant satisfaction of our existing clients 🤔 What you can expect • A clear career path to progress professionally • An interesting international environment with teammates from around the world • A supportive team that helps each other to be the best they can be • New ways of working and continuous improvement methods 🏅About You • Customer-centric : You show empathy and adapt your speech according to your customers' needs. • Team spirit oriented: You collaborate with your team members to succeed together, knowing you can count on each other. • Mastery : You are able to 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. • Communication skills : You have excellent oral and written skills. • Languages : You are fluent in French, and have a good level of English. • Experience (Bonus) : You already have one experience in customer support within a fast-paced environment. 🎁 Perks You got it: helping you succeed is our #1 priority. We have put together several perks to make your life easier and more will be added as Qonto grows further 🤗 • Office & Team Life - A fully-renovated building near Opera with WeWork services - Monthly team events, and specific budget to organize team offsite - Free coffee, snacks in the kitchen, and a budget allocated to managers for small team events - The latest equipment from Apple • Qonto’s benefits - Tailor-made Remote Policy: from 2 days per week with a bonus of 12 additional days per year to Full remote, with the possibility in both cases to work from anywhere (+/-3 hours) up to 4 weeks per year - A competitive salary package - Alan health insurance (60% covered by Qonto for Qontoers and their children) - 5 to 10 days off in addition to the legal 25 days - A Swile Card that you can use for lunch - Access to thousands of gyms and activities for 10-30€ a month, through our partnership with Gymlib - Relocation package and visa sponsorship for international talents (we have 40+ nationalities based in Paris!) - An inclusive environment with a real focus on parity (40% of our teams are women) - Special parenthood policy (we are part of the Parental Act program) - Childcare Benefits (reserved day-care places for your little ones) and subsidies/discounts with selected childcare partners - Access to Busuu , a digital platform to improve your language skills - Access to Moka Care , a digital platform to take care of your mental health - Career tracks that can match all expectations (Expert or Manager tracks): we believe in our Qontoers and we want them to progress on their journey at Qonto. And in addition, internal and international mobility is also promoted 💪 Our hiring process: - A 60 min video call with one of our Talent Acquisition Managers, to better understand your career plan and answer any questions you may have - A 60 min video call with your future manager, to be aligned on expectations on both sides and to talk about how you would work together - A remote exercise to evaluate your skills and give you a taste of what working Qonto could be like - Video calls or onsite interviews with future team members (optional) to help you understand what working at Qonto is like - A final video call or onsite interview with the manager of your future Department We will send you an interview guide so you can best prepare yourself. On average our process lasts 20 working days and offers usually follow within 48 hours 🤞 Thank you for considering joining Qonto. We cannot wait to learn more about you! If you want to learn more about us: Les Echos | Qonto's Blog | LeFigaro | TechCrunch Apply for this job