Customer Care Officer - Portuguese Market 🇵🇹

Job Description

Our mission ? Making day-to-day banking easier for SMEs and freelancers thanks to an online business account that's combined with invoicing, bookkeeping and spend management tools. Thanks to its innovative product, highly reactive 24/7 customer support and clear pricing, Qonto has become the leader in its market. 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 's exciting expansion into the Portuguese market as a Customer Success Representative. You'll play a crucial role in establishing our presence by delivering exceptional onboarding experiences and ongoing support to our new customers. Working closely with Francesca, our Team Leader, you'll help shape our customer success strategy in this new market, directly impacting Qonto's growth and reputation in Portugal. 👩‍💻🧑‍💻 As a Customer Success Representative at Qonto, you will: - Be a Qonto Ambassador! : Handle both onboarding and customer care for Portugal, ensuring a smooth start for new clients and ongoing support - Achieve and maintain a Customer Satisfaction (CSAT) score of 85% or higher: Ensure high levels of customer satisfaction by addressing client needs effectively - Respond to customer inquiries: Balance speed and quality in handling customer inquiries, providing timely and accurate assistance - Collaborate with the Risk and Compliance team: Improve onboarding procedures and FAQs for Portugal, ensuring compliance and clarity 🤔 What you can expect: - Market/Team Context: Be part of Qonto's exciting expansion into new European markets, working in a fast-paced, growth-oriented environment - Methodologies: We value continuous improvement, data-driven decision-making, and customer-centric approaches - Tools: You'll become proficient in using Zendesk, Notion, Mayday, Forest, and other tools to manage customer interactions efficiently - Growth Opportunity: As an early member of the CS Portugal team, you'll have the chance to impact our success and grow with the company significantly 🤝About your future manager Her Background: Francesca is the team leader of Qonto’s Italian team within the onboarding department. She joined Qonto in May 2021 after previous managing roles within other fast-scaling companies, such as the French tech Meero. What can she bring to you? Francesca has many previous experiences in team management and is enthusiastic about applying localization to customer service to develop the best user experience in market-specific contexts. Her team is all about cooperation, communication, and growth by giving room to everyone to be heard and bring their ideas to the table. 🏅About You - Experience: You have a background in customer success , preferably with experience in improving standards and procedures - Languages: You're a native or C2-level speaker of Portuguese with an excellent understanding of the local business culture, and you also have a very good level of English. - Skills: You excel in multitasking , attention to detail , and have strong written and verbal communication abilities - Tech-savvy: You're comfortable learning and working with multiple software tools simultaneously - Attitude: You're proactive, curious, and eager to contribute to the growth of a new market 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. 💪 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 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 🤞 To learn more about us: Qonto's Blog | Muy Pymes | Forbes.es | Europa Press To know how your personal data will be processed during your application process or to request its deletion, please click here . Apply for this job