Customer Agent - French Market

Operations & Customer Success – Customer Success /
/ Hybrid
Our mission? Creating the finance solution that energizes SMEs and freelancers, so they can achieve more. We simplify everything from everyday banking to bookkeeping and spend management. At Qonto, we’re passionate about creating the best product, so if you’re looking for an ambitious team that’s revolutionizing an old-fashioned industry, get in touch!

Our journey: Alexandre and Steve launched Qonto in July 2017. Since then, the team has earned the trust of more than 400,000 customers and opened offices in Paris, Berlin, Milan, and Barcelona. In the summer of 2022, we joined forces with Penta, a market leader based in Berlin and Belgrade, forming a united team of 1,300 Qontoers. We also made it to the LinkedIn Top Companies French ranking!

Our values:
Ambition | We tackle big challenges. No matter what.
Teamwork | We create momentum by working together, at the same speed.
Mastery | We pursue excellence through continuous learning. We face challenges with humility. Every day.
Integrity | We're open. We're honest. And we earn the trust of our clients and each other.

You can find out more about the Qonto Way here.

Our beliefs: Our goal at Qonto is to create a warm and welcoming environment where individuals from all walks of life can truly thrive. We've gone above and beyond to ensure that every applicant is evaluated solely based on their skills and potential, rather than their gender, ethnicity, age, (dis)ability, or any other irrelevant factor. Our team consists of 49% international individuals, with 44% women and 20% parents. With this diversity, we are a powerful force! Join us in our mission to build a workplace that celebrates diversity and embraces individuality. Discover the steps we took to create a discrimination-free hiring process.

Our career track: At Qonto, we cherish your unique skills, breaking away from conventional labels like "senior" or "director," and instead, offering personalized career tracks and expertise levels from 1 to 9 that truly celebrate your impact!

The mission of the Customer care team at Qonto is to guide and to help our clients succeed. We are very proud of our **4.6/5 customer satisfaction**🌟and we always want to improve it!

That's why we see our Customer care team as a strong asset in our mission to create the finance solution that energises SMEs and freelancers.

You will join a team of 5 people, led by Matthieu. You will be fully dedicated to creating and improving processes to reach better customer satisfaction.

πŸ‘©β€πŸ’»πŸ§‘β€πŸ’»As a Customer Satisfaction Agent at Qonto, you will

Be a Qonto Ambassador! You will be a post-sale problem solver for our customers by providing sharp, quick technical support, answering all their questions, and solving their issues regarding the security of their account via email, chat, and phone (only outgoing calls | not a call center).
Be the voice of our customers by putting yourself in clients' shoes to anticipate their expectations and understand their needs, to continuously improve our product and keep the "WOW" effect along with the relation. Your role is key to allow us to improve our product constantly!
Set up internal processes to better respond to customer requests (update FAQs, dashboards, macros) and make feedback to Ops and Product teams, etc.
Take ownership along with our continuous improvement methodology. You will identify anomalies, optimise and set up new ways of problem-solving and keep your colleagues up to date on all of this.

πŸ€” What you can expect

β€’ A clear career path to progress professionally;
β€’ An interesting international environment with teammates from around the world;
β€’ A supportive team that helps each other to be the best they can be;
β€’ New ways of working and continuous improvement methods.

🀝 About your future Manager

His background? Matthieu has strong experience in customer service after having evolved at Qonto from Customer Success Officer to Lead Customer Success and from his past experiences. He worked on several key projects to improve customer experience and deliver a best-in-class experience.
What can he bring to you? Very methodical and detailed oriented, he will help you become an expert in Customer Care with his vision of customer excellence. Dedicated to having the best team, he will help you improve and grow within Qonto.

πŸ…About You

Customer-centric: You show empathy and adapt your speech according to your customers' needs.
Team spirit oriented: You collaborate with your team members to succeed together, knowing you can count on each other.
Mastery: You are able to 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.
Communication skills: You have excellent oral and written skills.
Languages: You are fluent in French and English.
Experience (Bonus): You already have one experience in customer support, within a fast-paced environment.

At Qonto we understand that true diversity isn't just about ticking boxes on a hiring checklist. Apply regardless of the boxes you tick! Who knows? You may have the missing piece of the puzzle we've been searching for all along.

🎁 Perks

A tailor-made and dynamic career track. An inclusive work environment. And so much more to help you succeed.

- Offices in every country to welcome you anytime you want (France, Germany, Spain, Italy and Serbia);
- Tailor-made remote work policy depending on the job you apply for;
- Competitive salary package;
- A meal voucher;
- Public transportation reimbursement (part or global);
- A great health insurance (depending on the country);
- Employee well-being initiatives: access to Moka Care to take care of your mental health and great offers for sports and wellness activities;
- A progressive parenthood policy as part of our commitment to the Parental Act (1 in 6 of Qonto employees is a parent!) and childcare benefits with selected partners;
- Monthly team events.

πŸ’ͺ Our hiring process:

- Interviews with your Talent Acquisition Manager and future managers
- A remote exercise to demonstrate your skills and give you a taste of what working at Qonto could be like

We will send you an interview guide so you can best prepare yourself.
On average our process lasts 20 working days and offers usually follow within 48 hours πŸ€ž

To learn more about us:
Qonto's Blog | Business Insider | Metropoli Abierta | Europa Press

To know how your personal data will be processed during your application process or to request its deletion, please click here.