Our mission? Creating the freedom for SMEs to succeed in business and beyond, by delivering Europe’s leading finance workspace. We combine business-class tools (seamless invoicing, spend management, and pre-accounting) with unwaveringly attentive 24/7 support, designed to help businesses breeze through all things finance.
Our journey: Founded by Alexandre and Steve in July 2017, Qonto has rapidly gained trust, serving over 600,000 customers. Thanks to our wonderful team of 1,600+ Qontoers, we also made it to the LinkedIn Top Companies French ranking!
Our values:
Customer focus | Prioritize customers in everything you do
Ownership | Own your part, get things done
Teamwork | Make (team)work easy
Mastery | Continuously raise the bar
Integrity | Always do what’s right, and respect people
Our beliefs: At Qonto, we're committed to fostering a welcoming environment where everyone can thrive. We prioritize evaluating applicants based solely on skills and potential, ensuring diversity with 55% international team members, 44% women, and 20% parents. Join us in building a workplace that celebrates diversity and individuality.
⭐ Join Qonto as a Customer Care Manager to deliver exceptional service and maintain our 95% customer satisfaction rate.
Working closely with our Payment Services team, you'll play a crucial role in handling complex banking inquiries and contributing to our continuous improvement initiatives, all from our Barcelona office.
👩💻🧑💻 As a Customer Care Manager at Qonto, you will:
- Handle complex customer inquiries related to transfers and direct debits (SWIFT, SEPA, and instant) and direct debit issues via email, chat;
- Investigate and resolve payment issues, collaborating with various internal teams;
- Maintain a high customer satisfaction rate while managing approximately 15 tickets per day on our ticketing tool, Zendesk;
- Participate in team meetings to review KPIs, analyze cases, and imagine new proposals to solve identified problems or to improve customer experience;
- Support and educate other agents to enhance overall service quality.
🤔 What you can expect:
- A supportive team of 5 members within the larger Payment Services department, balancing the workload between the Paris and Barcelona offices
- A stimulating international environment with Qontoers from more than +80 nationalities
- New ways of working and continuous improvement methods to enhance customer satisfaction and internal processes.
🤝 About your future manager:
Your manager will be Gabrielle, she has a strong customer relationship experience in the field of telecommunications and energy. She has joined Qonto as a Customer Success Manager and is now Lead Customer Success, specialized in Cards & Checks topics.
• What can she bring to you? She will share her knowledge and help you reach and maintain your target of customer excellence.
🏅 About You:
- Customer Service experience: 1 to 2 years of experience in customer service, if experience is in a banking or financial services company it's a plus.
- Customer-centric approach: You show empathy and adapt your speech according to your customers' needs.
- Communication skills: Excellent written and verbal skills in both French and English
- Problem-solver: 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.
- Team spirit oriented: You collaborate with your team members to succeed together, knowing you can count on each other.
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.
