Customer Experience Specialist

hace 19 horas


Barcelona, Barcelona, España Qonto A tiempo completo
Company Overview

We are Qonto, a leading fintech company that provides innovative banking solutions for SMEs and freelancers. Our mission is to make day-to-day banking easier and more efficient for our customers.

Our team is dedicated to delivering exceptional customer service and creating a welcoming environment where everyone can thrive. We prioritize diversity, inclusivity, and continuous improvement in everything we do.

About the Role

This is an exciting opportunity to join our Italian Onboarding team as a Relationship Manager - Customer Care. You will be responsible for ensuring customer satisfaction, continuously improving our processes and compliance, and providing the best service for our company creators.

You will work closely with our team to identify and resolve customer issues, provide support via email and phone, and develop internal processes to better respond to customer requests.

Responsibilities
  1. Be a Qonto Ambassador: Delight our Italian entrepreneurs by making sure their concerns and questions are answered via email and phone;
  2. Be the voice of our customers: Use the customer's voice to continuously improve our product and keep the 'WOW' effect along with the relation;
  3. Remediate and fix issues on past onboarded accounts thanks to new compliance procedures following the local Italian regulator;
  4. Set up internal processes to better respond to customer requests (update FAQs, dashboards, macros) and give feedback to Ops and Product teams, etc;
  5. Take ownership: Handle specific end-to-end projects and identify anomalies, optimize, and set up new ways of problem-solving by keeping your colleagues up to date on all of this;
Requirements
  • Experience: A first experience in Customer Care or Onboarding (KYC/KYB validation)
  • Customer-centric: Show empathy and adapt your speech according to your customer's needs, and you have a passion for ensuring customer satisfaction;
  • Organization skills: Be organized and able to prioritize tasks efficiently, allowing you to achieve your daily targets;
  • Communication skills: Have excellent oral and written skills both in Italian and English;
  • Problem-solving skills: Be a problem-solver who enjoys finding solutions to challenges;
  • Mastery: Be familiar with SaaS tools (Zendesk, Jira, Salesforce, Trello);
  • Languages: Be bilingual in Italian, and fluent in English. French is a plus;
Salary and Benefits

The estimated salary for this role is €45,000 per year, depending on experience. We offer a competitive package, including a meal voucher, public transportation reimbursement, great health insurance, employee well-being initiatives, progressive disability and parenthood policy, and monthly team events.



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