Customer Care Officer - VIP Clients - French Market

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 doOwnership:
Own your part, get things doneTeamwork:
Make (team)work easyMastery:
Continuously raise the barIntegrity:
Always do what's right, and respect peopleOur 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 our Customer Care team to support Qonto clients, including influential startups and key business leaders.You will join a team of five talents, led by Edouard.
You will be crucial in maintaining our exceptional 94% customer satisfaction score while handling diverse, high-impact inquiries that directly influence our company's reputation and growth.We see our Customer Care team as a strong asset in our mission to create the finance solution that energizes SMEs and freelancers.As a Customer Care Officer at Qonto, you will:
Maintain our high customer satisfaction score of 94% through personalized and in-depth support by answering all their questions via email, chat, and phone.Anticipate clients' expectations and understand their needs to continuously improve our product and maintain the "WOW" effect in our relationships.
Your role is key to allowing us to improve our product constantly!Set up internal processes to better respond to customer requests (dashboards, feedback to Ops and Product teams, etc.) using our continuous improvement methodology.
You will identify anomalies, optimize and set up new ways of problem-solving, and keep your colleagues up to date on all developments.What you can expect:
A supportive team that helps each other to be the best they can be.Work in a dynamic, fast-growing fintech environment, supporting high-profile clients who are shaping the future of business.An interesting international environment with teammates from around the world.A clear career path to progress professionally.A culture of continuous improvement and autonomy.About your future manager:
Their background:
After starting in the banking sector and then in B2B business, Edouard joined Qonto as a Key Account Manager and evolved as Lead Customer Care.What they can bring to you:
Wearing both Customer Care and Sales hats, Edouard has a lot of advice to share.
He also has excellent method and process improvement skills.
His leadership style emphasizes:
Trust and autonomy, allowing you to grow and take ownership of your work.Consistent availability and support, with daily meetings to discuss cases and solve problems.A focus on skill development, encouraging you to improve daily and explore projects beyond your core responsibilities.About You:
Experience:
You have an experience up to one year, in a customer support or customer service oriented role with high profile clients.Communication skills:
You have excellent oral and written skills.Customer-centric:
You show empathy and adapt your communication according to your customers' needs.Team spirit:
You collaborate with your team members to succeed together, knowing you can count on each other.Mastery:
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.Proactivity:
Self-motivated with a drive to contribute beyond core duties and improve processes.Languages:
You are fluent in French and 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:
A tailor-made and dynamic career track.An inclusive work environment.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 PressTo know how your personal data will be processed during your application process or to request its deletion, pleaseclick here.
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