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Customer Support Specialist

Il y a 2 mois

Nantes, Pays de la Loire, France Lengow Temps plein
Customer Support Officer

The Customer Success team at Lengow is responsible for delivering exceptional support to our merchants, ensuring they get the most out of our platform and overcome any challenges they may face.

In this context, we are seeking a highly skilled Customer Support Officer to join our team.

Main Responsibilities:
  • Provide timely and effective support to our merchants via phone or ticketing tool, ensuring their satisfaction and resolving issues efficiently.
  • Ensure merchants can utilize all features of our Lengow/Netrivals platform, providing guidance and training as needed.
  • Escalate complex issues to our Technical Support team, reproducing, qualifying, and summarizing incidents.
  • Suggest updates or creation of customer documentation to reduce assistance needs.
  • Liaise with the Customer Success Manager to report and alert them to any difficulties merchants may experience with Lengow.
Hiring Process:
  • HR interview with Alexandre, Talent Acquisition Manager.
  • Manager interview with Julian, Customer Support Manager, and Sophie, Head of Support.
  • Technical test with Julian.
  • Reference check and offer.
Requirements:

We are looking for someone with the following experiences and skills:

  • Fluency in English and French (Spanish, Dutch, or Italian is a plus).
  • Experience in support software.
  • Customer-oriented, empathetic, and patient.
  • Strong analytical and synthesis skills.
  • Technical background or strong personal interest in problem-solving.
  • Good interpersonal skills, able to work with diverse individuals, and a team player.
  • Autonomous, proactive, and resourceful.
  • Ideal experience in e-commerce.
Benefits:

Joining Lengow offers numerous advantages:

  • Ticket restaurant 8 euros per day.
  • Malakoff Humanis Private insurance & Prevoyance.
  • 3 Remote days.
  • Flexible hours.
  • Bike mileage allowances or 50% of transportation tickets.
  • Remote allowances.
  • Professional events (Devoxx, Meetup) and regular internal cohesion.