Customer Care Officer France

Qonto; Barcelona; Presencial; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

Join a fast-growing fintech company as a Customer Care Manager to enhance customer satisfaction while tackling complex banking inquiries. Collaborate closely with various teams and benefit from an inclusive work environment. Qonto offers an engaging setup with diverse colleagues and focuses on employee well-being.

Servicios

Competitive salary package

Public transportation reimbursement

Health insurance

Employee well-being initiatives

Childcare benefits

Monthly team events

Formación

• Experience in banking or financial services is a plus.
• Empathy and adaptability based on customer needs.
• Excellent written and verbal skills in French and English.

Responsabilidades

• Handle complex customer inquiries related to transfers and direct debits.
• Investigate and resolve payment issues while managing customer tickets.
• Participate in team meetings to analyze performance and improve service.

Conocimientos

Customer-centric approach

Communication skills

Problem-solver

Team spirit oriented

Adaptable

Educación

1-2 years of customer service experience

Descripción del empleo

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 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.

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;
• 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

Find more information about our interview process on our careers website .

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

To learn more about us :

To know how your personal data will be processed during your application process or to request its deletion, please click here .

J-18808-Ljbffr