Customer Care Officer Transfers

hace 3 semanas

Barcelona, España Qonto A tiempo completo

Our mission ? Making day-to-day banking easier for SMEs and freelancers thanks to an online business account that's combined with invoicing, bookkeeping and spend management tools. Thanks to its innovative product, highly reactive 24/7 customer support and clear pricing, Qonto has become the leader in its market.
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.
Join Qonto as a Customer Care Manager in our Transfer team to deliver exceptional service and maintain our 94% 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 at our Barcelona office.
As a Customer Care Manager at Qonto, you will:
Handle complex customer inquiries related to transfers and direct debits (SWIFT, SEPA, and instant) and direct debit issues via email, chat, and phone (only outgoing calls).
Investigate and resolve payment issues, collaborating with various internal teams.
Maintain a high customer satisfaction rate while managing approximately 10 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 frontline 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 75 nationalities.
New ways of working and continuous improvement methods to enhance customer satisfaction and internal processes.
About your future manager:
Your manager, Anaëlle Tabary , brings valuable experience from traditional banking (BNP and LCL). She fosters open communication, encourages learning from mistakes, and supports team growth through diverse responsibilities and projects.
About You:
1-3 years in customer service , banking or financial services is a plus.
Customer-centric : You show empathy and adapt your speech according to your customers' needs.
Skilled in communication: 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.
Perks
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.
A meal voucher.
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.
We will send you an interview guide so you can best prepare yourself.
On average, our process lasts 20 working days and offers usually follow within 48 hours .
To learn more about us:
Qonto's Blog | Muy Pymes | Forbes.es | Europa Press
To know how your personal data will be processed during your application process or to request its deletion, please click here .

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