Customer Care Officer

Alma; Lille; Hybride; EUR 30 000 - 50 000; Plein temps

Résumé du poste

Une entreprise innovante recherche un Agent de Service Client passionné par l'amélioration de l'expérience d'achat. En tant que membre clé de l'équipe Operations, vous serez responsable de fournir un soutien exceptionnel aux clients et commerçants, tout en gérant les processus de recouvrement de créances. Ce rôle dynamique vous permettra d'interagir avec divers acteurs internes et externes, d'anticiper les besoins des utilisateurs et de contribuer à l'amélioration continue des outils et processus. Si vous êtes autonome, rigoureux et aimez relever des défis, rejoignez cette entreprise en pleine croissance et faites une réelle différence dans la vie de milliers de clients.

Prestations

Assurance santé financée à 100%

Chèques repas (Swile)

Budget de mobilité durable

Fruits frais disponibles

Déjeuners thématiques mensuels

Événements de team building

Qualifications

• Excellentes compétences en communication en français et en anglais.
• Capacité à écouter et à comprendre les besoins des clients.

Responsabilités

• Fournir un soutien aux clients et aux commerçants par email et téléphone.
• Gérer les actions de recouvrement de créances de A à Z.

Connaissances

Communication en français

Communication en anglais

Empathie

Autonomie

Rigueur

Organisation

Résilience

Formation

Expérience dans un rôle similaire

Description du poste

Who are we?

At Alma, we are convinced that trade must be well balanced to be sustainable. Because finance has a key role in business, our mission is to put it back in its rightful place: at the service of merchants and consumers!

That's why we create financial products that empower merchants to sell more and help consumers purchase better products while never encouraging them to get over-indebted.

Our tech solutions are accessible to all, easy to implement, and eliminate purchase friction.

For merchants, our instalment and deferred payment solutions are excellent ways of increasing customers' loyalty and satisfaction, as well as generating up to 20% extra sales revenues without any risk.

For consumers, the purchase experience is enhanced (4.8/5 on Trustpilot) and Alma helps them handle their budget easily. They pay later, and Alma pays the merchants right away.

We are the leader in France, on track to win the European market on the (very) powerful Buy Now Pay Later (BNPL) industry, as we're now processing payments in 10 European countries. Over the past 5 years, more than 16,000 active merchants have chosen Alma to be their innovative BNPL solution, and we have served over 5 million consumers.

The team has grown from 2 to 300+ people, we raised a €115M series C early 2022 to help us accelerate further and Alma is already part of the French Tech 120 ranking of the most promising French technology companies. And that's only the beginning.

What are we looking for?

Collective intelligence is the driving force behind Alma: we are looking for open-minded, curious, and ambitious people who want to actively participate in this exponential growth.

To keep delivering an optimal purchasing experience and absolute ease of use, all teams at Alma (Tech, Product, Sales, Operations, Data, Risk, Finance, Compliance, Legal, Marketing, and People) will strengthen their staff to maintain the highest standards of quality and trust while pushing these innovations at Alma's pace.

Good to know

In addition to Alma's values (see "Our values" tab), resulting from a collective exercise of introspection, there are other great reasons to join them:

• Their offices are located in the 10th arrondissement of Paris and at EuraTechnologie in Lille, in bright new premises.
• Themed lunches are organized every month with guest speakers such as CEOs, athletes, artists, and public figures.
• Alma finances 100% of the health insurance (Kenko contract) for you and your family and provides you with meal vouchers (Swile).
• Alma offers a "Sustainable Mobility Package" (Forfait Mobilité Durable). You will benefit from a budget of €518,40 per calendar year for your home-to-work transportation.
• Upon your arrival, you can choose which laptop you will work with (Mac or Windows).
• Fresh fruits are available every Monday and Wednesday.
• And once a month, it's team drinks!

About the position

The position is based in Lille. Our working policy allows 2 days of remote work per week. You might be required to work on Sunday if needed (at least twice a quarter).

The Operations team is responsible for setting up and managing the processes to provide merchants and customers with the best payment experience in several installments and to handle the risk and fraud operations.

Practically, this means:

• Provide customer and merchant support: we are there to support them in using Alma, and their feedback allows us to improve the product;
• Manage debt collection actions from start to finish: our role is to minimize the rate of delay and default to guarantee the company's margin;
• Take charge of the onboarding of new merchants, and ensure that they can install the Alma solution as quickly and easily as possible.
• Be part of our continuous improvement process by making quality reviews.

We offer a position in the heart of Alma's operational reactor. You will have the following responsibilities:

• Take in charge the requests of consumers and merchants requiring in-depth analysis by email and phone, and guide them in the use of our payment solution.
• Interact with internal and external stakeholders to respond to their requests and provide the best support experience.
• Understand and anticipate their needs to improve our processes and tools.
• Participate in the upgrading of newcomers' skills in a context of strong growth.

As a Customer Care Officer, your impact on the business will be immediate and tangible: your actions will make our customers and merchants happy on a daily basis.

About you

Alma is the right fit for you if you are:

• Good in writing in French and English.
• Open and friendly: you know how to listen to your customers, you are a good communicator and you show empathy.
• Perseverant: you don't get stuck in front of difficulties, you know how to bounce back in the event of failure.
• Autonomous and resourceful: you know how to find a solution to each problem, without losing sight of your objective.
• Rigorous and organized: you work in a methodical and structured way, you do not leave any subject untreated.
• Demanding and reliable: you do not compromise on the quality of your work, and you make it a point of honor to keep your commitments.
• You ideally have a first experience in a similar role.

If you wish to join a company and have a very strong impact, then Alma is the right place for you!

About the recruitment process

Raise your confidence about the interview:

• Alma - Our values
• Posts - Alma

The process:

• First selection on CV
• Online test and business case
• Interview with Team lead or/and Ops manager
• Team Fit with different members of the operations team