International Customer Care Agent
hace 1 semana
Our marketplace aims to make boating accessible around the world, and to provide private and professional boat owners with additional income from boat rentals.
Since our conception in 2013 we have grown substantially and we have acquired 3 companies in 3 different European countries (Spain, Germany, and France) these last 4 years.
In 2022, our growth has been powered by an incoming major equity fund and the world's largest boating marketplace.So far, we are opened for business in more than 50 countries and 600 destinations, and we are also a diverse team of 200 employees from 20 different countries.
Our headquarters are based in Paris on a barge moored on the Seine River, and we also have offices in Marseille, Lorient, Hamburg, and Barcelona.
Sounds good?We'd love for you to join us With a rapidly growing company and a super work atmosphere; it's not a coincidence that we have been awarded the "Happy at Work" badge.
Job description Team:
You will join the Customer Care team, an international business unit composed of 5 people all throughout the year and supported by seasonal employees (up to 30) during the summer.
In Click&Boat, there are 3 main operational Business Units :Supply:
which deals with boat owners and make sure the boats available on our platform generate revenues with the highest quality of service
Sales:
which deals with tenants and supports them all along a booking process, from quotations to closing the deal
Customer Care:
which represents the point of contact for our customers after a booking is closed by the Sales team (before, during and after the trip), and makes the link between boat owners and tenants (booking modification or cancellation, insurance or accident issues, etc).
The Customer Care team is led by Jonathan, VP Customer Care, and is organized by user's request complexity :level I and II.
As part of your missions, you will directly report to the Customer Care Shift Manager, and will join the team dedicated to level I issues.
Missions:
All along your internship, your main objective is to bethe first point of contact for Click&Boat's users (owners and tenants) by email (60%) and phone (40%), tounderstand their needs and reply to all their inquiries before, during, and after a boat rental.
These inquiries can include:
Making the link between boat owners and tenants in case of dispute and find the fairest solution in compliance with our general terms and conditions.
Realizing booking modification as per user's request, along with Finance Ops team. Ensuring commercial tasks (sales mission) in case of a last-minute cancellation by a boat owner. Improving our quality of service by collecting feedback and highlighting the problems that you face. Following the KPIs of the business unit (One touch rate/First reply/Sat score/Quality of service/Reviews). Supporting your colleagues and work as a team when needed.Why should you join us? Concrete experience:
you will discover all aspects of the essential role of Customer Care Agent, by joining a structured team that will teach you how to deal with different clientsand allow you to benefit from extensive training throughout your experience at Click&Boat.
You will acquire many soft skills, such as communication and persuasion.Broad scope:
you will be in contact with clients looking for assistance on a broad range of subjects
Multicultural team:
you will be in contact withclients speaking your native language,while being part of an international team, enabling you to daily practice several languages with your colleagues daily
Dynamic scale-up environment:
you will be able to join a fast-growing company, with high ambitions and ready to become the number one boat rental platform worldwide
Superb work atmosphere:
you'll be able to work in a modern coworking based in Poblenou, with big rooftop with view over the Sagrada Familia, and a 20-minutes walk to the beach
Competitive salary :
800€ fix gross per month and 200€ gross as monthly bonus based on clear KPIs (bonuses will be received at the end of your internship)
Perks:
1 day off offered per month, extensive internal training, lunch vouchers (Cobee), gym partnerships (Andjoy), breakfast every Monday morning, afterworks and team building activities offered
Start:
June/July
Duration: 6 months Preferred experience To be able to communicate with customers, you master both Spanishand English (bilingual or fluent level).
You have ideally a first experience (internship or student / summer job) in a customer facing role.Organised and aware of seasonal constraints, there is no problem for you to work in shift and on the week-end (timetables shared in advance with days off during the week).
Dynamic and at ease on the phone, you enjoy advising and are an ongoing person.Customer satisfaction is your main source of motivation You are empathetic but know how to be assertive, and you are highly interested in the customer care field.
You are rigorous and able to deal with stressful situations, you love the challenge and are always ready to find solutions in case of problems If you're interested in Click&Boat product, and in the boating industry it's of course a plus#J-18808-Ljbffr
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