Customer Care Officer France

<b><span>Our mission</span></b><span>? Creating the freedom for SMEs to succeed in business and beyond, by delivering Europe’s leading finance workspace. We combine business-class tools (seamless invoicing, spend management, and pre-accounting) with unwaveringly attentive 24/7 support, designed to help businesses breeze through all things finance.</span><br/><b><span>Our journey:</span></b><span> Founded by </span><a href="https://www.linkedin.com/in/aprot/"><span>Alexandre</span></a><span> and </span><a href="https://www.linkedin.com/in/steveanavi/"><span>Steve</span></a><span> in July 2017, Qonto has rapidly gained trust, serving over 600,000 customers. Thanks to our wonderful team of 1,600+ Qontoers, we also made it to the </span><a href="https://www.linkedin.com/pulse/top-companies-2023-les-25-entreprises-o%C3%B9-acc%C3%A9l%C3%A9rer-1c"><span>LinkedIn Top Companies</span></a><span> French ranking!</span><br/><b><span>Our values:</span></b><b><span>Customer focus |</span></b><span> Prioritize customers in everything you do</span><b><span>Ownership |</span></b><span> Own your part, get things done</span><b><span>Teamwork |</span></b><span> Make (team)work easy</span><b><span>Mastery |</span></b><span> Continuously raise the bar</span><b><span>Integrity |</span></b><span> Always do what’s right, and respect people</span><br/><b><span>Our beliefs:</span></b><span> 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 55% international team members, 44% women, and 20% parents. Join us in building a workplace that celebrates diversity and individuality.</span><br/><a href="https://medium.com/qonto-way/a-recruiters-dilemma-confronting-bias-in-hiring-b78acce148eb"><span>Discover the steps we took to create a discrimination-free hiring process</span></a><span>.</span><br/><span>⭐ Join Qonto as a </span><b>Customer Care Manager</b><span> to deliver exceptional service and maintain our 95% customer satisfaction rate. </span><br/><span>Working closely with our Payment Services team, you'll play a </span><b>crucial role in handling complex banking inquiries</b><span> and contributing to our continuous improvement initiatives, all from </span><b>our Barcelona office.</b><br/><br/><b>👩‍💻🧑‍💻 As a Customer Care Manager at Qonto, you will:</b><br/><span>- </span><b>Handle complex customer inquiries r</b><span>elated to transfers and direct debits (SWIFT, SEPA, and instant) and direct debit issues via email, chat;</span><span>- </span><b>Investigate and resolve</b><span> payment issues, collaborating with various internal teams;</span><span>- </span><b>Maintain a high customer satisfaction rate</b><span> while managing approximately 15 tickets per day on our ticketing tool, Zendesk;</span><span>- Participate in team meetings to </span><b>review KPIs, analyze cases,</b><span> and imagine new proposals to solve identified problems or to improve customer experience;</span><span>- </span><b>Support and educate other agents</b><span> to enhance overall service quality.</span><br/><b>🤔 What you can expect:</b><br/><b>- A supportive team</b><span> of 5 members within the larger Payment Services department, balancing the workload between the Paris and Barcelona offices</span><b>- A stimulating international environment</b><span> with Qontoers from more than +80 nationalities</span><b>- New ways of working</b><span> and continuous improvement methods to enhance customer satisfaction and internal processes.</span><br/><b>🤝 About your future manager: </b><br/><span>Your manager will be</span><b> </b><a href="https://www.linkedin.com/in/gabrielle-ramahatafandry-1b39b9128/" rel="noopener noreferrer"><b>Gabrielle</b></a><b>,</b><span> she 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 &amp; Checks topics.</span><br/><span>• </span><b>What can she bring to you?</b><span> She will share her knowledge and help you reach and maintain your target of customer excellence.</span><br/><b>🏅 About You:</b><br/><span>- </span><b>Customer Service experience</b><span>: </span><b>1 to 2 years of experience in customer service, </b><span>if experience is in a banking or financial services company it's a plus.</span><b>- Customer-centric approach</b><span>: You show empathy and adapt your speech according to your customers' needs.</span><b>- Communication skills:</b><span> Excellent written and verbal skills in</span><b> both French and English</b><b>- Problem-solver:</b><span> 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.</span><b>- Team spirit oriented:</b><span> You collaborate with your team members to succeed together, knowing you can co