As part of the Customer Experience team, you will be responsible of :

• Responding to questions and problems encountered by our tenants (support by email, chat, telephone, Zendesk) throughout their stay with Colonies (booking movements, onboarding, offboarding, etc.) and whatever their rental contract, ensuring that the procedures in force are applied;

• Handle complaints, proposing appropriate alternative solutions within the limits of the Service Level Agreement;

• Building a lasting relationship of trust with our tenants through open and interactive communication;

• Ensuring that outstanding payments are properly managed, in conjunction with the team responsible for rental management;

• Keeping up-to-date records of interactions with our tenants, processing customer accounts and archiving documents.

Ideally following a first significant experience as Customer Care within a real estate sector, you are looking for a new challenge.

You speak German and English to communicate with our foreign tenants. It’s a bonus if you can also understand and make yourself understood in French.

You’re known for being a good communicator, with patience, empathy and the ability to pass on information effectively to both internal and external contacts.

Customer-oriented, you know how to adapt your message to suit the person you’re talking to (always in a friendly way).

Rigorous and organised, you know how to prioritise issues and remain meticulous: no detail escapes your eagle eye. Ideally, you’ve already used Zendesk or a ticketing tool.

1. First exchange with Margot, our HRBP

2. Second exchange with Adrien, our Lead Customer Experience

3. Exchange with some members of the team