Customer Care and Onboarding 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 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.
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 Qonto's exciting expansion into new European markets. You'll play a crucial role in establishing our presence in Belgium, specifically in the Dutch/Flemish speaking market, ensuring seamless onboarding and exceptional support for our new customers.
Working closely with Francesca, our Team Leader, you'll be at the forefront of Qonto's growth, directly impacting our success in this strategic market.
As a Customer Care and Onboarding (Flemish market) at Qonto, you will:

Be a Qonto Ambassador You will delight our Belgian, Dutch/Flemish speaking customers, by providing sharp, quick technical support and guide them through the account opening process, ensuring a smooth onboarding experience and answering all their questions via email and phone (only outgoing calls, not a call center).
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, make 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 up to date on all of this.

What you can expect:

Be part of Qonto's expansion working in a fast-paced, growth-oriented environment.
Collaborate in a team that values cooperation, communication, and continuous improvement.
Master cutting-edge customer service tools like Zendesk, Notion, and Mayday.
Hands-on culture, take on responsibilities and decision-making.

About your future manager:
Her background? Francesca is Team Leader for Qonto’s Italian and Belgium team within the Onboarding department. She joined Qonto in May 2021 after previous managing roles within other fast scaling companies, such as the French tech Meero.
What she can bring to you? Francesca has many previous experiences in team management and is enthusiastic about applying localization to customer service in order to develop the best user experience in market-specific contexts. Her team is all about cooperation, communication and growth by giving room to everyone to be heard and bring their ideas to the table.
About You:

Experience: You have an experience up to one year in customer support, or handling client challenges.
Customer-centric: You show empathy and adapt your speech according to your customer needs.
Results-driven: You work toward achieving your daily objectives with strong multitasking skills and a keen eye for detail.
Communication: Strong written and verbal communication skills.
Adaptability: Thrive in a dynamic, evolving startup environment.
Languages: Native or near-native proficiency in Flemish and fluent in English.

At Qonto we understand that true diversity isn't just about ticking boxes on a hiring checklist. Apply regardless of the boxes you tick Who knows? You may have the missing piece of the puzzle we've been searching for all along.
Perks:

Offices in Paris, Berlin, Milan, Barcelona, and Belgrade;
Tailor-made remote work policy depending on the job you apply for and where you live;
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 (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
To know how your personal data will be processed during your application process or to request its deletion, please click here.

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