Jolimoi is looking to onboard a new Customer Care Professional ASAP

Under the responsibility of the Head of Custmer Success, you will be in charge of:

Ticketing

-Overseeing the daily operations of customer service -Answering the tickets coming from various entry channels and centralized on a ticketing system -Providing assistance and support to our community in their daily queries and needs -Providing assistance and support to our final customers in any queries they may have -Providing guidance and advises to walk-in customers that may have questions on the brands and products we have available on our eshop

Customer Experience and satisfaction

-Identify tracks of potential improvments and setting initiatives -Taking part to weekly meetings with the team during which processes are reviewed and initiatives taken to improve the daily experiences of our customers -Shadowing and supporting the CSM in the measurement of our customers’ satisfaction and the initiatives taken to increase it

Network regulation

-Help our Beauty Stylist in their daily activities

-Make sure that the rules that are set are strictly respected and applied

-Helping our Beauty Stylists on their administrative questions linked to their activity

Support activities

-Taking part of the recruitment, onboarding and management of new team members -Following and monitoring costs -Reporting any valuable information to the rest of the team (i.e bugs, customers’ feedback, recurrent problems, suggestions…) -Monitoring our online community to make sure no information is being disregarded

Compensation package: depending on profile + 50% of monthly transportation fees + Swile lunch allowances+Alan medical insurance coverage

You have a Bachelor’s degree or equivalent
You have a first experience in a Customer-facing role
You know what a ticketing system and a CRM are
You have an outstanding level of French (written and spoken - mandatory) and a good level of English as this is the language spoken at the office
You are ok with wortking on Saturdays mornings up to twice a month
You share the same values as the team: you’re human, creative and passionate
You have the willingness to be part of an exciting start-up growing up fast
You are efficient in a time-sensitive environment
Your are organized, dynamic and up-lifting

-Screening Phone call (not more than 30 minutes)

-Interview with Alexis the Head of Customer Success (hiring manager)

-Interview with Mélina, your potentiel future binome in the CS team

-Interview with Isabelle, CEO and co-founder of Jolimoi

-References check with Suely, our Chief HR Officer

-Final answer

Ideally the entire process doesn’t take more than three weeks