Customer Care Officer (VIP Clients) - French Market 🇫🇷

Our mission and customers: We are creating the freedom for SMEs to succeed by delivering Europe's leading finance workspace with banking at its core, augmented by financial tools. We are proud to be rated 4.8 on Trustpilot, based on 55,000+ reviews. Our culture puts customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75.

Our journey: Founded in 2017 by Alexandre and Steve, Qonto has grown to 1,600+ Qontoers serving over 600,000+ customers across 8 European countries. We have been profitable since 2023, and we are just getting started.

Our beliefs: We hire for skills and potential. With 80+ nationalities, 45% women, of which 56% of women in our leadership team, diversity isn't a program; It's who we are. We've built a discrimination-free hiring process because the best teams are built on merit.

AI at Qonto: AI is deeply embedded in how we work (here) - Every Qontoer gets unlimited access to the best AI tools. We want people who experiment without waiting for permission, push AI beyond the obvious, know when to trust it, and when to question it.

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Join our Customer Care team to support Qonto clients, including influential startups and key business leaders.

 

You will join a team of five talents, led by Edouard. You will be crucial in maintaining our exceptional 94% customer satisfaction score while handling diverse, high-impact inquiries that directly influence our company's reputation and growth.

 

We see our Customer Care team as a strong asset in our mission to create the finance solution that energizes SMEs and freelancers.

 

• Maintain our high customer satisfaction score through personalized and in-depth support by answering all their questions via email, chat, and phone.

• Anticipate clients' expectations and understand their needs to continuously improve our product and maintain the "WOW" effect in our relationships. Your role is key to allowing us to improve our product constantly!

• Set up internal processes to better respond to customer requests (dashboards, feedback to Ops and Product teams, etc.) using our continuous improvement methodology. You will identify anomalies, optimize and set up new ways of problem-solving, and keep your colleagues up to date on all developments.

 

• A supportive team that helps each other to be the best they can be.

Work in a dynamic, fast-growing fintech environment, supporting high-profile clients who are shaping the future of business.

• An interesting international environment with teammates from around the world.

• A clear career path to progress professionally.

• A culture of continuous improvement and autonomy

 

• Their background: After starting in the banking sector and then in B2B business, Edouard joined Qonto as a Key Account Manager and evolved as Lead Customer Care.

 

• What they can bring to you: Wearing both Customer Care and Sales hats, Edouard has a lot of advice to share. He also has excellent method and process improvement skills. His leadership style emphasizes:

- Trust and autonomy, allowing you to grow and take ownership of your work.

- Consistent availability and support, with daily meetings to discuss cases and solve problems.

- A focus on skill development, encouraging you to improve daily and explore projects beyond your core responsibilities.

 

• Experience: You have a year of experience in a customer support or customer service oriented role with high profile clients.

• Communication skills: You have excellent oral and written skills.

• Customer-centric: You show empathy and adapt your communication according to your customers' needs.

• Team spirit: You collaborate with your team members to succeed together, knowing you can count on each other.

• Mastery: 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.

• Proactivity: Self-motivated with a drive to contribute beyond core duties and improve processes.

• Languages: You are fluent in French and English.