Customer Support Specialist
il y a 2 semaines
Company Description
MANGOPAY’s mission is to shape the future of exchanges
We empower all marketplaces and platforms by providing them with powerful and flexible payment and regulatory solutions. Since 2013, we have accelerated the success of some of the biggest names in e-commerce, retail, and cutting-edge platforms like Vinted, Rakuten, Chrono24, La Redoute, Wallapop and 2,500 + more.
Our team of over 250 talents is spread across Europe, with main offices in Paris and Luxembourg. Marketplaces and fintechs are thriving and we are looking for outstanding profiles to tackle some of the most ambitious challenges in our field and contribute to our robust growth. We are proud of our diversity and are committed to employee well-being, inclusion and equal opportunity. Working at MANGOPAY means joining a dynamic, flexible and fast-growing organization.
We just raised €75 Million with Advent International, one of the most experienced private equity investors, to scale our vision globally. It’s time to join the adventure
**Job Description**:
As a fast growing FinTech company, our customer pool grows as well, thus, we are looking for a Customer Support Specialist to accomplish this mission within the dynamic Customer Support Team **based in Paris or Luxembourg**.
**What you'll be doing**
- Respond to customer compliance, finance, fraud, technical and commercial inquiries and more
- Troubleshoot varying degrees of different problems
- Organize, plan, and prioritize workload, and complete other assigned special projects as needed
- Educate customer on the use of our API and product
- Accurately document and update records in required systems
- Build customer loyalty through exceptional customer service
- Contribute ideas on ways to improve products and services
- Maintain performance objectives such as Key Performance Indicators (SLA, response time, satisfaction rate, etc.)
- Perform additional duties within the department as needed
**Qualifications**:
**What will make you successful**
- Strong Customer service experience
- Excellent level (both verbal and written) in **Italian and French** is required
- You have a thorough understanding of how a REST API works
- Knowledge of Salesforce
- A previous work experience with confidential customer account information is appreciated
- Passion for helping others - going above and beyond for our customers
- Exceeding customer satisfaction, efficiency metrics, and issue resolution targets
- Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
- Being flexible/adaptable
- Continuously looking for areas of improvement
- Ability to multi-task with ease, effectively prioritize tasks and be a self-starter
- Ability to work under pressure / Time management skills
- Speaking an additional language (Spanish, German, Italian,...) will be a plus
**Why you’ll love working here**
- Career development and opportunities for growth
- Free catered snacks/drinks and fresh menu once a week
- A possibility to work from home ponctually
- Onsite fitness session once a week
- Fun office culture with events and celebrations
- Team building activities
- Partial Navigo reimbursement
- Diversity, sharing, openness
Additional Information
- HR Call
- Interview with 2 members of the support team
- Interview with the Head of Customer Support
- Offer
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