Customer Care Officer

hace 6 meses

Barcelona, España Qonto A tiempo completo

**Our mission**? Creating the finance solution that energizes SMEs and freelancers, so they can achieve more. We simplify everything from everyday banking to bookkeeping and spend management. At Qonto, we’re passionate about creating the best product, so if you’re looking for an ambitious team that’s revolutionizing an old-fashioned industry, get in touch

**Our journey**:Alexandre and Steve launched Qonto in July 2017. Since then, the team has earned the trust of more than 400,000 customers and opened offices in Paris, Berlin, Milan, and Barcelona. Last summer, we joined forces with Penta, a market leader based in Berlin and Belgrade, forming a united team of 1,300 Qontoers. We also made it to the LinkedIn Top Companies French ranking

**Our values**:
**Ambition** | We tackle big challenges. No matter what.

**Teamwork** | We create momentum by working together, at the same speed.

**Mastery** | We pursue excellence through continuous learning. We face challenges with humility. Every day.

**Integrity** | We're open. We're honest. And we earn the trust of our clients and each other.

You can find out more about the
**Qonto Way** here.

**Our beliefs**: Our goal at Qonto is to create a warm and welcoming environment where individuals from all walks of life can truly thrive. We've gone above and beyond to ensure that every applicant is evaluated solely based on their skills and potential, rather than their gender, ethnicity, age, (dis)ability, or any other irrelevant factor. Our team consists of 49% international individuals, with 44% women and 20% parents. With this diversity, we are a powerful force Join us in our mission to build a workplace that celebrates diversity and embraces individuality. Discover the steps we took to create a discrimination-free hiring process.

**Our career track**: At Qonto, we cherish your unique skills, breaking away from conventional labels like "senior" or "director," and instead, offering personalized career tracks and expertise levels from 1 to 9 that truly celebrate your impact

The mission of the
**Customer care team** at Qonto is to guide and to help our clients succeed. We are very proud of our
**4.6/5 customer satisfaction** and 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 Cristina. You will be fully dedicated to creating and improving processes to reach better customer satisfaction.

‍‍
**As a Customer Care Officer at Qonto, you will**
- **Be the voice of our customers**: Customer Voice is precious to us, we use it in order to continuously improve our product and maintain the “WOW” effect that our customers love.
- **Set up internal processes** to better respond to customer requests (update FAQs, dashboards, macros) and give feedback to Ops and Product teams, etc.).
- **Take ownership**: You will identify anomalies, optimize and set up new ways of problem-solving and keep your colleagues, internally and externally, up to date on all of this.

**What you can expect**
- A clear path to move forward in your career
- An interesting international and multicultural environment
- A team that supports each other to be the best they can be
- Learn new ways of working and continuous improvement techniques

**About your future manager**

**Their path**:Cristina has strong customer relationship experience. She joined Qonto 3 years ago as a Customer Success Officer and is now Lead Customer Success for the Spanish and German markets, in full scope. This means, working in all areas such as account management, payment services, etc.

**What they can bring to you**:She will closely follow up with you and share her knowledge to help you develop your skills to be successful in your job.

**About You**
- **Experience**: You have up to 3 years of experience in customer service, ideally in a hyper-growth environment.
- **Customer-centric**: You show empathy and adapt your speech according to your customers' needs.
- **Goal-oriented**: You strive to achieve your daily targets.
- **Communication skills**: You have excellent oral and written skills.
- **Mastery**: You excel in using SaaS tools (Intercom, Mayday, Notion).
- **Languages**: You speak Spanish as a native language, and have a good level of English.

**Perks
A laptop. An inclusive work environment. A tailor-made career track. And so much more to help you succeed
- A central fully-renovated building in Barcelona with WeWork services
- Monthly team events
- 23 days of paid leave + 5 additional days of paid leave
- Alan (Seguro) health insurance, Moka Care to take care of your mental health and gym access with Urban Sports Club
- An Edenred lunch card: 100% covered
- 50% public transportation reimbursement
- A progressive parenthood policy as part of our commitment to the Parental Act (1 in 6 of Qonto employees is a parent) and childcare benefits wi

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