Community Relations Senior Agent - France

About BlaBlaCarBlaBlaCar is the world’s leading community-based travel network, connecting over 100 million members across 22 countries looking to carpool or travel by bus. By sharing rides and filling empty seats on the road, our community avoids 1.6 million tons of CO2 emissions every year (as if Paris was free of road traffic for a year!)We are a global and diverse team of 700+ people with 45+ nationalities, and headquartered in Paris. We’re constantly looking for new ways to leverage technology to create a more affordable, convenient, flexible and sustainable way to travel. And we are always on the lookout for people who care about making a positive impact.
In April, BlaBlaCar acquired Klaxit, a platform for daily carpooling. Why? To ensure the sustainability of the model developed by Klaxit and to continue its development on behalf of collectivities with the help of BlaBlaCar's brand and unique experience in user engagement. The goal is to develop more drivers for carpooling in 2024, this acquisition will allow Klaxit and BlaBlaCar Daily to merge into one application, combining the best advantages of both services. Why is this better? Simply put, it will offer optimized services for all users, companies, and collectivities.

Your Mission

• One of BlaBlaCar’s key strategic goals is to foster a highly engaged community of users.
• The Customer Support Team at BlaBlaCar is an international, multiple award-winning team that aims at providing assistance to our community and contributes to the great experience of our users.
• This ensures our members an enriching and trustworthy experience.
• The Customer Support Team is answering questions and requests in different languages, 7 days a week.
• Our current vision and goal are to increase expertise within our internal team (social media, content, quality assurance…).
• We are looking for humble, caring, indulgent people; who enjoy working with a dynamic team; are willing to help, find solutions, learn and share their knowledge.

Your Responsibilities

• Integrate, onboard and support carpoolers on the Klaxit app (establish trust and communication, guarantee compliance with the brand platform)
• Providing users daily app with guidance and support through various channels (tickets & chat) at high quality level (we offer a 100% response service)
• Identify frequent suggestions from carpoolers, suggest product improvements and reporting technical problems both klaxit and daily app 
• Manage relations with our partners and internal teams in order to respond quickly and appropriately to our users
• Handling complaints and refunds
• Animating coaching sessions with internal and external agents (outsourcing partner)
• Overseeing the overall activity on our social media (Facebook, Instagram, Twitter, etc.) and maintaining dynamics within BlaBlaCar community

Your Qualifications

• Previous experiences in customer service, nice to have
• Your english and french are fluent Ability to prioritize busy workloads while fairly balance our business and member's needs
• Strong ability to work on your own within a specific schedule and tasks, while being dynamic, committed and open to a fast pace and changing environment
• Familiar with Microsoft Office package (World, Excel etc..) and G Suite (Google Drive, Docs, Sheets, etc..)
• Enjoy working as a team-player and sharing and learning from others

If you don’t meet 100% of the qualifications outlined above, tell us why you’d still be a great fit for this role in your application!

What we have to offer

• 🌎 An international environment with over 45+ nationalities
• ⚖️ A hybrid, flexible workplace with family-friendly policies
• 💡 Learning opportunities via access to training, mentorship, internal development programs, or our weekly team-all BlaBlaTalks and Tech & Product Demos
• 🤝 Team-building events like our weekly afterworks, breakfasts, our annual Coding Night or Impact Day
• 🌱 A product and a workplace with a strong commitment to sustainability
• 🧭 Shared BlaBlaPrinciples that are the foundation of our culture and everyday decisions
• To know more, check out our100 reasons to join BlaBlaCar!

We are dedicated to flexibility, growth and well-being at work

• Hybrid p