Customer Service Specialist

Since 2016, Virtuo is your car, but in your pocket (not parked on city streets). From Paris to many other European capitals, we’re bringing all the freedom of driving without the burdens of owning a car for you, our cities & the planet. Our vision is a future with no personal cars.

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Key Facts*
\uD83D\uDCF2 +2,500,000 downloads \uD83D\uDC64 +150,000 users \uD83D\uDE99 +5,000 cars \uD83D\uDCAA +180 Virtuosos
\uD83D\uDCB0 Fundraising in 2021: €110M
\uD83C\uDFC6 Rewards: Best apps on the app store 2016&18, BPI France, and 2021 FrenchTech Top 120.
\uD83D\uDCCD We are in France, the U.K, Spain, Italy, Germany and Portugal.

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The Opportunity*
We are looking for a dynamic Claims & Damage Specialist to deliver the best experience to our customers even when things go sideways.

\uD83C\uDFAF **Your missions**:
The main mission of a Claims & Damage Specialist is to make our customers happy, as quickly and awesomely as possible. Our success is measured by reactivity, clarity, and one-shot problem-solving.
In order to support Virtuo’s users during unexpected experiences (damage invoice claims, car issues, anomalies, etc.) your missions include:
**Damage Claims (main mission)**
- Respond to the various exchanges between Virtuo and the customer, on behalf of the damage team,
- Review damage disputes and take decisions on whether to invoice customers,
- Respond proactively to different requests from various departments,
- Review current processes and help improve them by analyzing information about customers’ complaints. Collaborate with the other teams on the implementation of new processes.

**Assistance supervision**
- Take note of ongoing/new assistance cases when a car is damaged/has broken down (Slack/Jira),
- Update the follow-up of assistance cases (Notion/Jira),
- Ensure the case follow-up with operations and customer care teams,
- Provide your expertise on the situation to find the best course of action.

**Tickets management**
- Answer promptly to requests from your team or other departments (Jira),
- Ask the right person for the missing information/documents,
- Keep both the teams and customers informed.

**Troubleshoot missteps**
- Help our customers obtain compensation,
- Provide documents when incorrect/missing,
- Offer commercial gestures when necessary.

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**What's cool about this job**:
Consolidation and fast growth of a customer risk team: we aim to satisfy our customers but above all limit risks and ensure their safety.
You will join a close-knit team of 4, with a good/fun working atmosphere, who love to collaborate #togetherness
Develop deep analytical, autonomy, and decision-making skills.
New challenges: we are open-minded and there is always room for new ideas. Your decisions and initiatives will have a direct impact
In this position, you will be able to build and improve continuously our process.

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- You have **relevant experience** in a customer support position.
- You love **helping** others and offering solutions.
- You are **rigorous, autonomous, and resourceful**: follow processes in place and challenge them.
- You have an **analytical mindset** and a sixth sense for problems.
- You enjoy going through complex situations (**good stress control**) and taking decisions (**strong conflict resolution skills**).
- You **speak and write impeccably** in French and English (another Virtuo language is a plus).
- You are comfortable with new technologies and adapt easily to new software programs/tools.

\uD83D\uDE80 It’s always a plus:
**Multitasking**: easily dealing with different tasks at the same time.
**Having a positive mindset**: always finding solutions to problems, empathic and patient.
**Technical experience**: data analysis (team statistics).

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\uD83D\uDD0D Recruitment process:*
Discovery interview with People team
Meet your manager
Technical test with Customer Risk Lead
Culture fit interview and meet the Head of Customer Experience
**\uD83D\uDE99 Learn more about us**:
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Diversity & Inclusion:*
We believe that equality and diversity make us a better company and community. We currently have around 20 nationalities at Virtuo and we respect and value employees from every background. We are committed to making an impact on society and this is at the foundation of everything we do at Virtuo — from our product’s features to how we build our workforce. We take many initiatives to improve diversity and inclusion and we are proud we signed the PACTE by FrenchTech, an engagement to bring more parity in the start-up ecosystem.

**Job Type**: Permanent