Customer Success Agent - CDI

Studapart; Cergy; Sur place; EUR 24 000 - 32 000; Plein temps

Avantages offerts par ce poste

50% transport costs covered

70% health insurance coverage

Meal vouchers

Fitness membership contributions

Christmas gift vouchers

Team-building events

Résumé du poste

Studapart is seeking a Customer Success Agent (OPS) to ensure a positive experience for users of the Studapart platform. The role centers on answering questions, resolving issues, and guiding customers through the rental journey.

You will be the main interface between customers and the company, coordinating with the Sales team to maintain a smooth, consistent experience across live chat, email, and phone channels.

Qualifications

• Organized, rigorous, and methodical in handling customer issues and documenting interactions.
• Excellent verbal and written communication skills; able to explain complex concepts clearly.
• Customer service mindset with patience, empathy, and firmness when needed.
• Strong time management to multitask and meet deadlines.
• Adaptable to company changes and new missions.
• Familiarity with or interest in customer support tools and systems.
• Teamwork to collaborate with other teams for a seamless experience.
• Proficiency in English (reading, writing, speaking).

Responsabilités

• Answer customer questions via live chat, email, and phone with clarity and speed.
• Facilitate a smooth customer experience for tasks like account creation and listings management.
• Resolve blocking situations not related to cancellations or disputes.
• Support Sales and Marketing in driving acquisition, retention, and visibility efforts.
• Identify and escalate recurring issues to improve the customer journey.

Connaissances

Organized

Communication

Customer Service

Time Management

Adaptability

Tools Familiarity

Teamwork

English

Outils

Ticketing systems

Live chat software

CRM databases

Description du poste

We’re on a mission to become the go-to destination for students across Europe to find a trusted home away from home. We make every step of the rental journey simple and seamless, so students can focus on what really matters: studying, exploring, and growing.

With HousingAnywhere, Kamernet, and Studapart under our roof, we’re Europe’s largest student rental platform. You’ll find us in Rotterdam, Paris, and Cergy, always guided by our four core values: Ownership, We are enablers, We are changemakers, and We are connectors.

Your role

The Customer Success Agent, also internally known as OPS, is responsible for ensuring a positive customer experience by answering user questions, resolving issues, and facilitating their use of the Studapart platform.

The OPS is the main interface between customers and the company and plays a crucial role in user satisfaction and retention.

In coordination with the Sales team, the Customer Success Agent guarantees the continuity of the experience and ensures smooth and consistent customer interactions with the company.

• Answer customer questions: Provide clear, accurate, and prompt responses tailored to our brand image via various communication channels, such as live chat, emails, and phone calls.
• Facilitate the customer experience: Offer high-quality support to ensure a smooth and positive customer experience. For example, assist customers with account creation, listing management, housing searches, etc.
• Resolve blocking situations: Unblock stalling situations for our users that are not related to cancellations, unpaid rent issues, or the cancellation/renewal of the Studapart Guarantee (e.g., disputes, continuity of the experience with our partners).
• Support the sales and marketing teams: Assist the teams in executing key company missions: new customer acquisition, customer retention, selling insurance products or platform visibility, etc.
• Identify and escalade customer issues: Collect, categorize, and elevate customer feedback to the relevant teams to enable the resolution of recurring issues, the identification of unanticipated problems, and the improvement of the customer experience.

Your team

The OPS team brings together about ten employees with complementary roles (agents, team leads, manager), all committed to the same ambition: providing the best possible experience for our users.

Your profile

More than a specific degree or training background, we are looking for a motivated individual who is eager to learn, adapts quickly, and loves a challenge.

• Organized, rigorous, and methodical: Ability to be methodical, avoid errors while executing tasks, and properly document customer issues to protect both the company and the customers.
• Communication: Excellent verbal and written communication skills. Ability to explain complex concepts in a simple and understandable way.
• Customer service: Ability to manage customers professionally, empathetically, and amicably, demonstrating patience, understanding, and firmness when necessary.
• Time management: Ability to multitask and meet deadlines.
• Adaptability: Ability to adapt quickly to company changes and new missions.
• Proficiency or interest in customer support tools: Familiarity with or a strong interest in ticketing systems, live chat software, customer databases, etc.
• Teamwork: Ability to work collaboratively with other teams to ensure a seamless customer experience.
• English: Reading, writing, and speaking proficiency.

What’s in it for you

• The gross annual salary is €28,000.
• Position based in our Cergy office.
• Contract type: ETAM
• 50% transport costs covered.
• 70% health insurance coverage.
• Meal vouchers.
• Contribution to fitness membership costs.
• Christmas gift vouchers.
• Team-building events and much more!

Read more about our France-based teams here.