Customer Care - Spanish Market

Job Description

Our mission is to create the finance solution all businesses love through technology, elegant design, and an outstanding sense of customer care. At Qonto , we believe that great services come from great thinkers, that’s why we strive to provide an environment that will allow you to feel comfortable and help you excel in your work. Check this video to have a preview of our method : The Qonto Way Alexandre and Steve launched Qonto in July 2017, and the team has reached great achievements since then: - Market leader for online SME banking in Europe - 200,000 SME clients - Outstanding customer satisfaction ( App Store | Google Play | TrustPilot ) - Recognized as one of the best startups to work ( LinkedIn | Glassdoor ) - €136 million raised - International investors with a solid fintech experience - Qonto is part of the # Next40 index for 2021 - And 450+ happy Qontoers helping us building the finance solution of our dreams (just that!) Our values: - Ambition | We tackle big challenges no matter what - Teamwork | We create magic by collaborating at the same speed - Mastery | We pursue excellence through continuous learning and by facing challenges humbly every day - Integrity | We are transparent and trustworthy with 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 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 (SP) at Qonto, you will • Be a Qonto Ambassador! You will delight our customers by providing sharp, quick technical support and guide 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 allow 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. 🏅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 : Full proficiency in Spanish and English (French is a bonus). • 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 - 3,200 sqm fully-renovated building near Opera with WeWork services - Monthly team events, and yearly offsite (Barcelona, Sicily... what’s next?) - Free coffee, snacks in the kitchen and a budget allocated to managers for small team events - The latest in Apple’s equipment • Qonto’s benefits - From 2 days per week with a bonus of 12 additional days per year, with the possibility in both cases to work from anywhere (+/-3 hours) up to 4 weeks per year - 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. - A competitive salary package (healthcare, commute...) - 5 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, Madrid, Milan & Berlin) - 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 Moka Care , a digital platform to take care of your mental health 💪 Hiring process What to expect from our hiring process: - A 60 min interview with one of our Talent Acquisition Managers to better understand your career plan and answer any of your questions - A 60 min interview with your future manager to create a strong alignment on what they'll expect from you, and tell you more about their way to operate - An exercise to evaluate your hard skills and understand how you see the world - An interview with future team members to discuss your exercise and help you project yourself in the company - A Final interview with the manager of your future department and/or one of our C-level/Founders 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 to join Qonto. We cannot wait to learn more about you! If you want to learn more about us: Les Echos | Qonto's Blog | L'Usine Digitale | Next 40 Apply for this job