Customer Care Professional

Chez Jolimoi notre ambition est de réinventer l’e-commerce en permettant au consommateur de vivre une nouvelle expérience d’achat qui combine le meilleur de l’humain et de la technologie.

Chacun de nos clients est ainsi accompagné par l’un de nos 8 000 Stylistes Beauté qui les aident à trouver les produits les mieux adaptés aux besoins de leurs corps dans le respect de leur budget et de leurs valeurs.

Notre vision
Nous croyons en une beauté plurielle et libre ainsi qu’en une vie plus inclusive, loin des diktats.
Nous voulons mettre fin aux modèles opaques et biaisés dans le conseil et la vente de produits de beauté et bien-être. Accompagner et éclairer chacun sur le chemin de sa propre beauté.

Nos 3 valeurs les plus importantes sont : l’audace, la franchise et la joie. 🌈💛

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