Customer Care Officer

hace 3 meses

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.

Discover the steps we took to create a discrimination-free hiring process.

**Join our dynamic Account Usage team in Barcelona as a Customer Care Officer** to help Qonto deliver exceptional service to our growing client base. Working closely with Marc, our experienced Customer Care Senior Team Lead, you'll play a **crucial role in handling customer requests and contributing to the continuous improvement of our services.**

**‍‍ As a Customer Care Officer at Qonto, you will**:

- **Manage customer support tickets** related to billing, funding, account closures, and accounting functionalities
- **Collaborate with various departments** including Product, Marketing, and Operations to resolve complex issues
- Participate in team meetings to review KPIs, analyze cases, and **imagine new proposals to solve identified problems or to improve customer experience.**:

- **Provide empathetic and efficient customer service**, maintaining high standards of quality along with a high customer satisfaction score of 4.7/5.

**What you can expect**:

- Join a **supportive and agile team of 6 members**, balancing the workload between the Paris and Barcelona offices
- Integrate a **fast-growing fintech company** at the forefront of business banking solutions in Europe, with more than 1,600 employees from 75 different nationalities
- Learn and use cutting-edge internal systems and customer service platforms such as Zendesk and Notion.

**About your future manager**:
Marc Chauvin, your future manager, has been with Qonto for 3.5 years and started in the same position they're now recruiting for. They focus on creating a positive team atmosphere while maintaining high standards. Marc holds weekly one-on-one meetings with each team member, providing continuous support and guidance for your professional growth.

**About You**:

- **Experience**: 1-2 years in customer-facing roles, not necessarily in customer service
- **Language**: Excellent written and verbal communication skills in French, with fluency in English
- **Analytical**: Strong problem-solving abilities to break down complex cases
- **Customer-centric**: You show empathy and adapt your speech according to your customers' needs with patience and a genuine desire to help our clients
- **Adaptable**: Quick learner who can work 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.

**Perks
A tailor-made and dynamic career track. An inclusive work environment. And so much more to help you succeed.
- Offices in Paris, Berlin, Milan, Barcelona, and Belgrade;
- 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 as part of our commitment to the Parental Act (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

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