Customer Experience Manager for Transfer Services
hace 5 días
At Qonto, our mission is to make day-to-day banking easier for SMEs and freelancers. We offer an online business account that combines invoicing, bookkeeping, and spend management tools. Our innovative product, coupled with 24/7 customer support and transparent pricing, has made us the leader in our market.
We're a rapidly growing company, founded by Alexandre and Steve in 2017, with over 500,000 customers and a team of 1,600+ Qontoers. We prioritize diversity, with 50% international team members, 44% women, and 20% parents. Our values are built around customer focus, ownership, teamwork, mastery, and integrity.
We're looking for a Customer Care Manager to join our Transfer team in Barcelona. As a key member of our Payment Services department, you'll play a crucial role in handling complex banking inquiries and contributing to our continuous improvement initiatives. Your responsibilities will include:
- Handling customer inquiries related to transfers and direct debits (SWIFT, SEPA, and instant) via email, chat, and phone.
- Investigating and resolving payment issues, collaborating with internal teams.
- Maintaining a high customer satisfaction rate while managing approximately 10 tickets per day on our ticketing tool, Zendesk.
You'll work closely with our Payment Services team and participate in team meetings to review KPIs, analyze cases, and develop new proposals to solve identified problems or improve customer experience. You'll also support and educate frontline agents to enhance overall service quality.
A supportive team environment, with a stimulating international setting, awaits you at Qonto. Our team balances workload between Paris and Barcelona offices, fostering open communication and learning from mistakes. Your manager, Anaëlle Tabary, brings valuable experience from traditional banking (BNP and LCL), encouraging team growth through diverse responsibilities and projects.
To succeed in this role, you'll need 1-3 years of experience in customer service, banking, or financial services. A customer-centric approach, empathy, and adaptability are essential qualities for this position. The estimated salary range for this position is €40,000 - €60,000 per year, based on location and experience.
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