Customer Care Officer - Ratings & Social Media - France

Our mission? Making day-to-day banking easier for SMEs and freelancers thanks to an online business account that's combined with invoicing, bookkeeping and spend management tools. Thanks to its innovative product, highly reactive 24/7 customer support and clear pricing, Qonto has become the leader in its market.

Our journey: Founded by Alexandre and Steve in July 2017, Qonto has rapidly gained trust, serving over 500,000 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 50% international team members, 44% women, and 20% parents. Join us in building a workplace that celebrates diversity and individuality.

Discover the steps we took to create a discrimination-free hiring process.

Join us as a Customer Care Officer - Ratings & Social Media France to be the voice of Qonto across social media and public ratings platforms, helping us maintain strong relationships with our 500,000+ customers. You'll play a crucial role in shaping Qonto's public image by transforming customer feedback into positive experiences and building lasting connections with our community.

👩‍💻🧑‍💻 As a Customer Care Officer - Ratings & Social Media at Qonto, you will:

• Managing and responding to customer comments and messages across various social media platforms

• Handle customer ratings and reviews, focusing on understanding customer concerns and turning their experiences around through personalized follow-up

• Collaborate with various internal teams (PR, AML/CFT, Product) to ensure comprehensive resolution of customers comments and/or ratings

• Contribute to improving our customer experience by sharing insights and feedback with relevant teams

🤔 What you can expect:

•Team Context: You'll be part of a collaborative team of 3 other Customer Care Managers dedicated to Ratings & Social Media, focusing on French and English communications.

•Daily Impact: Your role is essential in maintaining Qonto's reputation and trustworthiness in the market. You'll be the public voice of Qonto, directly influencing how our brand is perceived by current and potential customers.

• How We Work: We believe in a balanced approach, combining autonomy with team collaboration. You'll participate in daily team meetings and optional Q&A sessions where we discuss challenging cases as a team.

•Tools & Environment: You'll work with modern customer service and social media management tools, in a fully-equipped workspace designed for both individual focus and team collaboration. Such as: Zendesk, Notion, Slack

🤝 About your future manager

You'll be working with Edouard d'Anselme, who leads the Customer Care Social Media & Ratings team.

His 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 he 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.

🏅 About You

•Experience: You have up to 1 year of experience in customer service, with a natural ability to empathize and build strong relationships with customers. As well as understanding of social media dynamics and experience in managing online customer interactions (As a plus)

•Customer-centric: You show empathy, diplomacy and enjoy being in contact with customers

•Organization: You can effectively manage multiple priorities while maintaining attention to detail

•Communication skills: You can communicate efficiently with different audiences, and you are comfortable with written and oral communication, and on public channels.

•Problem-Solving: You have a proactive approach to resolving customer concerns and can turn challenging situations into positive outcomes

•Languages: You are fluent in French, and have a good level of English

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 Paris, Berlin, Milan, Barcelona, and Belgrade;

- Tailor-made remote work policy depending on the job you apply for and where you live;

- 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 disability and parenthood policy (1 in 6 of Qonto employees is a parent!) and childcare benefits with selected partners;

- Monthly team events.

💪 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 🤞

To learn more about us:

Qonto's Blog | Muy Pymes | Forbes.es | Europa Press

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