Customer Care Agent -- (6 Months Contract) Milano

Customer Care Agent -- (6 Months Contract)
Milano
Lombardia, Milano

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 doOwnership: Own your part, get things doneTeamwork: Make (team)work easyMastery: Continuously raise the barIntegrity: Always do what's right, and respect peopleOur 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.

The mission of the Operations department is to offer the best service to our customers while ensuring fluid internal processes, permanent monitoring of activities, and an optimal level of security (especially on back-office and fraud topics).

Join our Customer Care Onboarding team of 40+ people, where you will be specifically working in the Italian onboarding team. This team is led by Francesca, and you will be fully dedicated to ensuring customer satisfaction, continuously improving our processes and compliance, and providing the best service for our company creators.

As a Customer Care Agent at Qonto, you will: Be a Qonto Ambassador! You will delight our Italian entrepreneurs by making sure their concerns and questions are answered via email and phone (only outgoing calls, not a call center);Be the voice of our customers: The customer's voice is precious, and we need to use it to continuously improve our product and keep the "WOW" effect along with the relation;Remediate and fix issues on past onboarded accounts thanks to new compliance procedures following the local Italian regulator;Set up internal processes to better respond to customer requests (update FAQs, dashboards, macros) and give feedback to Ops and Product teams, etc;Take ownership. You will handle specific end-to-end projects and identify anomalies, optimize, and set up new ways of problem-solving by keeping your colleagues up to date on all of this. What you can expect: An interesting international environment with teammates from around the worldA supportive team that helps each other to be the best they can beNew ways of working and continuous improvement methodsHands-on culture, taking on responsibilities and decision-making. About your future manager: Francesca is the Team Leader for Qonto's Italian team within the Onboarding department. She joined Qonto in May 2021 after previously managing roles within other fast-scaling companies, such as the French tech Meero.

About You: Experience: You have a first experience in Customer Care or Onboarding (KYC/KYB validation)Customer-centric: You show empathy and adapt your speech according to your customer's needs, and you have a passion for ensuring customer satisfaction. Organization skills: You are organized and able to prioritize tasks efficiently, allowing you to achieve your daily targets. Communication skills: You have excellent oral and written skills both in Italian and English. Problem-solving skills: You are a problem-solver who enjoys finding solutions to challenges. Mastery: You are familiar with SaaS tools (Zendesk, Jira, Salesforce, Trello). Languages: You are bilingual in Italian, and fluent in English. French is a plus. Perks: 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 managersA remote exercise to demonstrate your skills and give you a taste of what working at Qonto could be likeWe 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 | Forbes Italy | La Repubblica | Il Sole 24 Ore To know how your personal data will be processed during your application process or to request its deletion, please click here.

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