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CUSTOMER SERVICE OFFICER H/F

CDI
Brussels
Salaire : Non spécifié
Début : 03 octobre 2021
Télétravail fréquent
Expérience : < 6 mois
Éducation : Bac +3

Wooclap
Wooclap

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Le poste

Descriptif du poste

Before applying, know that we expect a C2 level in French and a C1 level in English, no less!
Italian will be a huge asset

You’ll be part of the Customer Experience Team and you will have a unique position between the Business and Tech Teams as you’ll gather everyday precious insights from our users. Feature requests, bug reports, commercial and partnership opportunities etc. You’ll sit at a key position to be our customer’s voice in the team. Your role is paramount to improve our product everyday and to ensure we keep our users happy.

Your day-to-day will look like this:

  1. Manage incoming requests in record time by
  • Being an expert on the tool
  • Providing support and technical expertise to our users in French and English, mainly by chat and e-mails, via our CRM Intercom.
  • Improving our efficiency by setting up automatic conversation sorting systems (Custom BOT, SLA, etc.)
  • Tracking requests, investigating problems and resolving them in the most efficient way possible.
  • Identifying the best opportunities (partnerships, sales) that present themselves to us and transfer them to the teams concerned (Sales, Customer Success, Marketing, Tech teams).
  1. Work on transversal projects with a view to continuous improvement of our customer satisfaction by
  • Writing and updating the articles in our Help Center (FAQ) to guide users and make them more independent.
  • Consolidating user feedback and transmit it to the product team in order to improve the tool
  • Tracking and analyzing user satisfaction and providing monthly reports on the data collected
  • Suggesting new ways to improve our service, our products and our processes.
  • And sharing users’ posts with the team: we get kind messages from happy customers all over the world every day!

Conditions and “perks”

  • Location : Brussels
  • Full-time position
  • Compensation commensurate with experience
  • Meal vouchers
  • Heath insurance
  • MacBook Air & Iphone
  • 150 euros of Woocredit to buy learning material of your choosing to keep learning!

Profil recherché

  • You have writing and spelling skills in French and in English.
  • We expect a C2 level in French and a C1 level in English
  • Bonus point if you have those skills in Italian and/or Dutch as well.
  • You have a deep empathy, love of teamwork, and a commitment to put our users first
  • You are an exceptional cross-functional communicator
  • You have great time management skills and excellent attention to detail
  • Ideally, you have a first experience in a similar position

Bonus if you’ve worked with Intercom or other any help desk software.


Déroulement des entretiens

Step 1 - 15’ call with HR
Step 2 - 30’ call with the Hiring Manager - Adeline (Head of Customer Experience)
Step 3 - Business Case
Step 4 - Interview panel with future teammates
Step 5 - Reference Check

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