Customer Care Specialist
hace 2 días
Job Description
Join our team as a Customer Care Specialist and become an expert in marketing activation within the QNTM Group.
About QNTM: QNTM is a European group offering an innovative suite of cutting-edge marketing technology products. Our customer service department specialises in supporting marketing activation platforms.
Based in
Barcelona,
our office employs around twenty people, including 7 in the Customer Care team.
We are currently looking for a Customer Care Specialist to reinforce our team, and help clients in
French and English.
About The Job
Are you passionate about the world of technological tools for marketing?
As part of our team, you will provide direct support to our clients via email and phone, helping them make the most of our solutions.
You'll join a team of multilingual Customer Satisfaction specialists, and your mission will be to contribute to the success of our clients by offering hands-on assistance.
Your Responsibilities Will Include
- Handling incoming emails, calls, and managing related tickets,
- Analysing reported issues and conducting preliminary investigations,
- Assessing the complexity of the issue and escalating it to the relevant teams if necessary,
- Following up on tickets until the case is fully resolved,
- Delivering occasional training sessions.
A strong interest and solid knowledge in areas such as CRM, Customer Database Management, Marketing Automation, or Email Marketing are a big plus for this role.
About You
- You are fluent in French and English
- You are curious and passionate about technologies that support marketing. Ideally, you have a background in computer science.
- Terms like CRM, HTML, CSS, SQL, and XML are familiar to you.
- You thrive in team environments and possess strong communication skills, whether with internal technical specialists or end-users. Your listening skills and empathy are some of your key strengths.
- You can remain calm when dealing with technical issues, even when the resolution process is complex.
- You demonstrate patience, have strong analytical skills, and work in a meticulous and methodical manner, always seeking the best solution.
- Passionate about your work, you maintain a positive attitude and are not afraid to take initiative when necessary.
- With a focus on customer satisfaction, you are committed to ensuring service quality and show a strong sense of responsibility.
- Previous experience in a Helpdesk or Hotline role in a technological or marketing B2B environment is a plus.
Requirements
What We Offer
- Initial training to familiarise yourself with our platforms.
- An international work environment.
- A cutting-edge platform that is constantly evolving.
- Full-time permanent contract (CDI).
- Health insurance.
- Meal vouchers worth €6.50 per day (fully covered by the employer).
- 25 working days of vacation per year.
- Flexibility to work remotely or on-site.
- A performance-based bonus, with both individual and collective targets.
- Well-located office in Plaça Catalunya, in the heart of Barcelona, with access to unlimited drinks, relaxation areas, a terrace, and a rooftop with a view.
- A welcoming team that values respect for everyone.
Working Hours
- Rotating shifts from Monday to Sunday, 5 days per week, 40 hours per week.
Recruitment Process
- Video call with HR.
- Personality and reasoning tests (two 35-minute sessions) done comfortably from home.
- Interview with the Support Manager and the Director of the Spain offices.
- Reference check.
This position is not open for internships or work-study programs.
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