💪 Team :

You will join the Customer Success team, a business unit composed of 15 people all along the year and supported by seasonal employees during the summer peak in activity. The team is led by Jonathan, Head of Customer Success, and is organised by markets.

As part of your missions, you will directly report to Ignacio, Customer Success Team Lead - International markets, and will work closely with him and with your colleagues in the International Team, Berit, Elisa, Maria, Salvador, and Mary. The team is completed with the French Team with whom you will also be actively involved, including Alice, Ophélie, Melanie, Mickael, and Diana.

You will also work daily with the other business units of Click&Boat, especially the BU Finance, Product, IT, Sales, and Account Management.

🚀 Missions:

● Be the first point of contact of Click&Boat by email, phone or chat; understand our international customers’ needs and reply to all their enquiries before, during and after a boat rental.
● Make the link between boat owners and tenants in case of dispute and find the fairest solution in compliance with our general terms and conditions.
● Be proactively involved in the growth and development of our organization, helping us to improve the processes, tools and knowledge for our users through chatbot, F.A.Q, among others.
● Ensure commercial tasks in case of last-minute cancellation by a boat owner and Improve our quality of service by collecting feedback and highlighting the problems that you face.
● Help to prepare the high season (seasonal training and onboarding) and help us to analyze the end of season KPIs for new processes implementations, customer experience improvement.

🎉 Why should you join us?

● For an intense, learning and rewarding experience, at the heart of a scaling up start up: you will discover all aspects of the essential and vital role of Customer Success, the dynamic of a marketplace platform, while being as close as possible to users.
● You will be able to be part of a scaling up and growing department, developing new tools, CRM and processes.
● You will acquire strong experience in Customer Success, omnichannel handling and integration, among chatbot, live-chat, email and phone, and collaborate to strengthen them with your inputs and insights provided by your role.
● Work in a unique work environment: a large modern houseboat (300m2 of terrace!) on the Seine, close to the Boulogne - Pont de Saint-Cloud underground station (we have our own boat moored to the houseboat for water skiing sessions/wake after work).
● A true team spirit.
● A daily practice of several languages with colleagues and customers.
● Great dynamic and international start-up environment.
● South-facing rooftop to share summer meals and BBQ / Afterwork.
● Company breakfast every Monday, tickets restaurants.                                                  ● Monthly Salary: €1400

Preferred experience

● Being able to communicate with customers, you master both Italian and English (bilingual or fluent level).
● You are empathetic but know how to be assertive, and you are highly interested in the customer care field.
● Dynamic and at ease on the phone, you enjoy advising and are an ongoing person. Customer satisfaction is your main source of motivation!
● You are rigorous and able to deal with stressful situations, you love the challenge and are always ready to find solutions in case of problems!
● Organised and aware of seasonal constraints, there is no problem for you to work on the week-end during the summer period (timetables shared in advance with days off during the week).
● You are interested in the start-up environment; you are proactive and ready to share your ideas to improve our services.
● If you have a boating background and have already worked with Zendesk it’s even more perfect ;)