Customer Care Specialist
hace 3 días
Basé à Barcelone, nos bureaux comptent une vingtaine de collaborateur, dont 7 qui font partie de l'équipe dédiée au Customer Care.
Nous recherchons actuellement un(e) Customer Care Specialist ayant une maitrise parfaite du français (Niveau C1-C2), ainsi qu'un niveau professionnel de l'anglais et de l'espagnol (B1-B2).
L'univers des outils technologiques au service du Marketing te passionne ?
Tu fourniras une assistance directe par email et téléphone à nos clients dans leur usage de nos solutions.
Tu intègreras une équipe de spécialistes de la Satisfaction Client multilingues. Tes responsabilités seront de contribuer au succès de nos clients en leur apportant une assistance directe, par mail ou par téléphone, dans leur usage de nos solutions. Tes responsabilités incluront :
- La réception d'emails, d'appels et la gestion des tickets correspondants,
- L'analyse du problème remonté et de la réalisation d'un premier niveau d'investigation,
- L'évaluation de la complexité de résolution et l'éventuelle transmission aux services concernés,
- Le suivi des tickets jusqu'à la résolution finale du cas,
- La réalisation de formations ponctuelles.
Un fort intérêt et une bonne connaissance des thématiques CRM, Bases de Données clients, Marketing Automation ou Email marketing sont un plus pour ce poste.
Profil recherché
- Tu maîtrises parfaitement le français (niveau C1-C2) et possèdes un niveau professionnel en espagnol et en anglais (indispensable).
- Tu es curieux(se) et passionné(e) par les technologies au service du marketing. Idéalement titulaire d'une formation en informatique.
- Les termes comme CRM, HTML, CSS, SQL, XML te sont familiers.
- Tu excelles dans le travail en équipe et possèdes de solides compétences en communication, que ce soit avec des spécialistes techniques internes ou avec les utilisateurs finaux. Ton sens de l'écoute et ton empathie font partie de tes forces.
- Tu sais maintenir ton calme et le transmettre face à des problématiques techniques dont le process de résolution est parfois complexe.
- Tu fais preuve de patience, possèdes une grande capacité d'analyse, et travailles de manière minutieuse et méthodique, toujours à la recherche de la solution optimale.
- Passionné(e) par ton travail, tu adoptes une attitude positive et n'hésites pas à prendre des initiatives quand cela est nécessaire.
- Souci(eux / euse) de la satisfaction client, tu as à cœur de garantir la qualité du service et fais preuve d'un grand sens des responsabilités.
- Une première expérience en Helpdesk / Hotline dans un environnement technologique ou marketing dans un environnement BtoB est un plus.
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