Customer Care Officer

**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.

Discover the steps we took to create a discrimination-free hiring process.
- Join Qonto as a **Customer Care Manager in our Cards & Checks team** to deliver exceptional service and maintain our 95% customer satisfaction rate. Working closely with our Payment Services team, you'll play a **crucial role in handling complex banking inquiries** and contributing to our continuous improvement initiatives at **our Barcelona office.**

**‍‍ As a Customer Care Manager at Qonto, you will**:

- Collaborate with various internal teams to resolve complex payment matters and contribute to continuous service improvement
- Participate in team meetings to review KPIs, analyze cases, and develop innovative solutions to enhance customer experience
- Support and educate frontline agents, sharing your expertise to strengthen our overall service quality

**What You Can Expect**:

- **International Environment**: Join a stimulating and diverse team with Qontoers from over 75 nationalities, bringing a global perspective to your work.
- **Supportive Team**: Be part of a collaborative team of 5 within the larger Payment Services department, working closely with colleagues across the Paris and Barcelona offices.
- **Innovative Work Culture**: Experience new ways of working and continuous improvement methods aimed at enhancing customer satisfaction and refining internal processes.
- **Great Locations**: Enjoy working in our well-equipped offices in the vibrant city of Barcelona.
- **Cross-Functional Collaboration**: Work closely with other teams like banking operations, AML, and Ops engineers to gain a comprehensive understanding and broaden your expertise.

**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**:

- **1-3 years in customer service**, banking or financial services is a plus
- ** Customer-centric**: You show empathy and adapt your speech according to your customers' needs.
- ** Skilled in communication**: Excellent written and verbal skills in both French and English
- **Problem-solver**: 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.
- ** Adaptable**: Comfortable working in a fast-paced, evolving fintech environment
- ** Team spirit oriented**: You collaborate with your team members to succeed together, knowing you can count on each other.

**Perks**

A tailor-made and dynamic career track. An inclusive work environment. And so much more to help you succeed.
- Offices in Paris, Berlin, Milan, Barcelona, and Belgrade;
- 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 | Forb