Customer Care Officer

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 450,000 customers. Thanks to our wonderful team of 1,400+ 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
- I**ntegrity |** 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.

The mission of the **Customer Care team **at Qonto is to guide and to help our clients succeed. We are very proud of our 4.7/5 customer satisfactionand we always want to improve it

That's why we see our Customer care team as a strong asset in our mission to create the finance solution that energizes SMEs and freelancers.

You will join a team of 5 people, led by Gabrielle. You will be fully dedicated to create and improve processes to reach a better customer satisfaction on topics related to cards and checks.

‍‍**As a Customer Care Officer at Qonto, you will**
- **Be the voice of our customers **by putting yourself in clients' shoes to anticipate their expectations and understand their needs, to continuously improve our product and keep the "WOW" effect along with the relation. Your role is key to allowing us to improve our product constantly
- **Be proactive**:you are able to initiate, and imagine new proposals to solve identified problems or to improve customer experience.
- **Set up internal processes** to better respond to customer requests (update FAQs, dashboards, macros, make feedback to Ops and Product teams, etc.).

**What you can expect**
- **An interesting international environment** with teammates from around the world
- ** A supportive team** that helps each other to be the best they can be
- ** New ways of working** and continuous improvement methods
- ** Great offices** in Barcelona
- ** Work closely **with other teams (banking operations, AML, Ops engineers..)

**About your future Manager
- **Her background?** Gabrielle has a strong customer relationship experience in the field of telecommunications and energy. She has joined Qonto as a Customer Success Manager and is now Lead Customer Success, specialized in cards & checks topics.
- **What can she bring to you?** She will share her knowledge and help you reach and maintain your target of customer excellence.

**About You**
- **Customer-centric**: You show empathy and adapt your speech according to your customers' needs.
- **Team spirit oriented**: You collaborate with your team members to succeed together, knowing you can count on each other.
- **Mastery**: 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.
- **Communication skills**: You have excellent oral and written skills, and also good active listening
- **Languages**: You are a French native, and fluent in English.
- **Experience (Bonus)**: You already have one experience in customer support within a fast-paced environment.**Perks
A tailor-made and dynamic career track. An inclusive work environment. And so much more to help you succeed.
- Offices in every country to welcome you anytime you want (France, Germany, Spain, Italy and Serbia);
- 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:

- Qon

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