Community Relations Senior Agent France

Il y a 7 mois

Paris, France BlaBlaCar Temps plein

**About BlaBlaCar**
- BlaBlaCar 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.

**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 awards-winning team that aims at providing assistance to this 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 20 different languages, every day and 7 days a week. 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**:

- Moderating member profiles and their content (vehicle pictures, trips, etc.)
- Answering member's messages in a timely manner
- Providing users with guidance and support through various channels (tickets & chat) at high quality level (we offer a 100% response service)
- Overseeing the overall activity on our social media (Facebook, Instagram, Twitter, etc.) and maintaining dynamics within BlaBlaCar community
- Reporting technical problems in the platform
- Gathering member's feedback and communicating it to the Tech Team Improving the overall member experience
- Reporting to your manager
- Handling complaints and refunds
- Animating coaching sessions with internal and external agents (Outsourcing partner)

**Your Qualifications**:

- Previous experiences in customer service
- nice to have
- Excellent communication skills in French
- (spoken and written)
- English Communications skills
- Advanced
- Ability to prioritize busy workloads while fairly balance our business and member's needs
- Strong ability to work on your own while being dynamic, committed and open to a fast pace and changing environment
- Strong knowledge of the internet ecosystem
- Enjoy working as a team-player and sharing and learning from others
- Nice to have: A prior experience using the service as a driver and/or a passenger**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 our 100 reasons to join BlaBlaCar**We are dedicated to flexibility, growth and well-being at work**:

- Full remote possible from anywhere within France
- 1 additional month parental leave 100% paid
- Financial support for home office equipment
- Relocation package and visa support
- Free unlimited carpooling & bus rides
- Employee Stock Ownership plan
- Minimum 25 days holiday per year
- Local meal plan policies (Swile card in France)
- 50% transportation paid in France (Forfait Mobilité Durable)
- Mental health support through Moka.care

**Interested in joining the ride? Here’s what your hiring journey will look like**:

- a 45-min video call with Rupal, Talent Acquisition Manager, to get to know you, understand your career expectations and answer your questions
- a 60-min video call with Audrey, Community Relations Associate Manager France Ops
- a fully remote exercise to evaluate your French written language skills (2 scenarios to answer)
- 30-min video call with Amandine, Customer Support Operations Manager
- Our hiring process lasts on average 30-35 days and offers usually come within 48 hours._
- BlaBlaCar is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees._

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