Customer Support Operator

il y a 1 semaine

Biot, France VANCELIAN Temps plein
À propos de nous

VANCELIAN, c'est l'application qui transforme radicalement le monde de l'épargne en fusionnant habilement la fiabilité de la finance traditionnelle avec l'innovation disruptive de la blockchain.

C'est la première Fintech qui ne se focus pas sur les dépenses mais sur le fait de faire travailler l'argent des clients pour eux, tout en étant disponible à la dépense.

📍 Lieu : celui de ton choix / 1er mois sur site à Biot (06) pour la formation

📋 Type de contrat : CDI

💰 Rémunération : De 25 000 € à 32 000 € par an

💻 Mode de travail : full remote

MissionMission 1 : Gestion des besoins clients

  • Accueillir et renseigner la clientèle via les outils de communications de l’entreprise (téléphone, email, chat, …)

  • Analyser la demande et les réclamations émanant des clients, y répondre et suivre la satisfaction client

  • Apporter des solutions aux problèmes rencontrés et transférer les demandes plus complexes au bon interlocuteur

  • Adapter les solutions au besoin du client, en les négociant et en les argumentant

  • Répondre aux courriers en respectant les objectifs délai et qualité

  • Prioriser les interventions en cas de forte affluence, en respectant les délais de traitement et les consignes en vigueur

  • Garantir la satisfaction des clients tout en veillant au respect des procédures et des délais de traitement

Mission 2 : Gestion des dossiers clients

  • Tracer les demandes et réponses aux clients dans l’outil CRM

  • Qualifier la base de données clients suivant la nature des échanges et des attentes des clients

  • Planifier le suivi du traitement des dossiers clients par la relance des services concernés, la saisie des informations complémentaires apportées par les services tiers, l’envoi de courriers aux clients, l’enregistrement et réalisation des dédommagements (envoi de chèques, coupons promotionnels, etc.)

  • Suivre les dossiers auprès des départements concernés

ProfilSavoir

  • Connaissance des principes de la relation client, des procédures de traitement du service après-vente (SAV), des règlements bancaires et financiers et des règles commerciales de services après-vente (SAV) INDISPENSABLE

  • Maîtrise des techniques commerciales, de communication, marketing, de prospection commerciale et de vente SOUHAITÉ

  • Maîtrise des outils informatiques et bureautiques, notamment de la suite Office et d’un logiciel de gestion de la relation commerciale (GRC) INDISPENSABLE

  • Maîtrise des usages des réseaux sociaux SOUHAITÉ

  • Parfaite maitrise de l’Anglais (bilingue) INDISPENSABLE

Savoir Faire

  • Excellente connaissance du fonctionnement de l’entreprise (formel et informel), et de ses activités (cœur du métier…) INDISPENSABLE

  • Maîtrise des différentes techniques de rédaction et de communication INDISPENSABLE

  • Rigueur dans le recueil et le traitement des données INDISPENSABLE

  • Organisation INDISPENSABLE

  • Autonomie SOUHAITÉ

  • Dynamisme INDISPENSABLE

  • Capacité à développer et entretenir un réseau relationnel INDISPENSABLE

  • Polyvalence INDISPENSABLE

  • Sens de l’écoute et de la communication INDISPENSABLE

  • Esprit d’équipe SOUHAITÉ

  • Aptitudes commerciales INDISPENSABLE

  • Sens du service INDISPENSABLE

Savoir Être

  • Communication / Excellent relationnel INDISPENSABLE

  • Bonnes capacités d’organisations INDISPENSABLE

  • Réactivité INDISPENSABLE

  • Stratège SOUHAITÉ

  • Adaptabilité INDISPENSABLE

  • Créativité / Curiosité INDISPENSABLE

  • Sens de la négociation INDISPENSABLE

  • État d’esprit entrepreneur SOUHAITÉ

  • Autonome, en capacité de prendre des initiatives INDISPENSABLE

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