Customer Care Officer Transfers

il y a 1 mois

Paris, France Qonto Temps plein

**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 do

**Ownership |** Own your part, get things done

**Teamwork |** Make (team)work easy

**Mastery |** Continuously raise the bar

**Integrity |** Always do what’s right, and respect people

**Our 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 Qonto as a **Customer Care Manager in our Transfer team** to deliver exceptional service and maintain our 94% customer satisfaction rate. Working closely with our Payment Services team, you'll play a **crucial role in handling complex banking inquiries** and contributing to our continuous improvement initiatives at **our Barcelona office.**

**‍‍ As a Customer Care Manager at Qonto, you will**:

- Investigate and resolve payment issues, collaborating with various internal teams
- Maintain a high customer satisfaction rate while managing approximately 10 tickets per day on our ticketing tool, Zendesk
- Participate in team meetings to review KPIs, analyze cases, and imagine new proposals to solve identified problems or to improve customer experience.
- Support and educate frontline agents to enhance overall service quality

**What you can expect**:

- **A supportive team** of 5 members within the larger Payment Services department, balancing the workload between the Paris and Barcelona offices
- **A stimulating international environment** with Qontoers from more than 75 nationalities
- **New ways of working** and continuous improvement methods to enhance customer satisfaction and internal processes

**About your future manager**:
Your manager, Anaëlle Tabary, brings valuable experience from traditional banking (BNP and LCL). She fosters open communication, encourages learning from mistakes, and supports team growth through diverse responsibilities and projects.

**About You**:

- **1-3 years in customer service**, banking or financial services is a plus
- **Customer-centric**: You show empathy and adapt your speech according to your customers' needs.
- **Skilled in communication**: Excellent written and verbal skills in both French and English
- **Problem-solver**: 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.
- **Adaptable**: Comfortable working in a fast-paced, evolving fintech environment
- **Team spirit oriented**: You collaborate with your team members to succeed together, knowing you can count on each other.

**Perks
A tailor-made and dynamic career track. An inclusive work environment. And so much more to help you succeed.
- Offices in Paris, Berlin, Milan, Barcelona, and Belgrade;
- 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 Press

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