Customer Care Expert
Joko

Joko

Customer Care Expert

  • Permanent contract 
  • Starting date:  
  • Possible full remote
  • 3 years of college
  • > 1 year

The company

Joko

Joko

  • Mobile Apps, Artificial Intelligence / Machine Learning, FinTech / InsurTech
  • From 15 to 50 employees

The job

Customer Care Expert

  • Permanent contract 
  • Starting date:  
  • Possible full remote
  • 3 years of college
  • > 1 year

Who are they?

At Joko, we leverage technology to power and free up the shopping experience. Our ambition is to build a product used every day by hundreds of millions of consumers around the world. A product that makes their shopping experience simpler, smoother and more rewarding.

Joko was created in 2018 by Xavier, Alexandre and Nicolas and the team has reached great milestones already:

  • 1m users
  • 1200+ merchant partners
  • €12m+ raised from European investors
  • 30 team members
  • €6b transactions processed

Our values:

  • We set the bar high
  • We get things done
  • We care for others
  • We never stop learning
  • We make it fun

If you want to know more about how it is to work at Joko, check out this page.

Joko
Want to know more about Joko?Company culture, teams, technical stack, jobs... Let's go for an immersion!
Visit the profile

Job description

We are looking for talented people who are willing to build the most amazing shopping experience for consumers while keeping growing their own skills and expertise.

As a Customer Care expert, you will be responsible in delivering a great customer service to our users. Your main responsability will be to ensure that the users satisfaction is always the highest, and to help increase the global team’s efficiency. Your responsibilities will include:

Deliver great customer support (up to 70% of your time):

  • You will provide best-in-class quality of service in French and English, both written and spoken
  • You will commit to improving your individual and collective KPIs (FRT, FCR, ART, etc) by identifying areas of improvement and implementing changes
  • You will ensure that we always have pixel-perfect documentation for the use of our users and team members

Build one or more expertise to become the person to turn to about:

  • Affiliation: You will ensure the shortest resolution time of online offers issues, ensure smooth communication with the Online team and the affiliate platforms, and provide clean and up-to-date documentation for the Care team and users.
  • Bank: You will ensure the shortest resolution time of bank issues, ensure smooth and proactive communication with our users, and provide clean and up-to-date documentation for the Care team and users.
  • Product: You will ensure the shortest resolution time of product issues, ensure smooth communication with the Product team, and provide clean and up-to-date documentation for the Care team and users.
  • Socia media: You will ensure the shortest reply time on any comments from our users on social media, ensure smooth communication with the Marketing B2C team, and share the users’ feedback with the relevant team.

Manage a wide range of projects:
We believe that the knowledge owned by Customer Care Experts gives them the opportunity to lead impactful projects from improving processes within the Care team, creating cross-team projects for increasing the company’s efficiency, to exploring new ways of working in relation with our People Operations team.

Preferred experience

  • You have 1 or 2 years of professional experience (even better with experience in customer service)
  • You speak fluenty both French and English, and could beat Molière and Jane Austen at a spelling contest (even better if you speak another language)
  • You are a problem-solver (even better if you always get out of escape games)
  • You pay attention to details and could find a needle in a haystack
  • You deeply care about others and are eager to teach them what you know

Recruitment process

  • 15-min call with the Head of Customer Care to share expectations from both sides
  • 2h00 technical test to take autonomously
  • 45-min video-call debrief of the test with the Head of Customer Care and another team member
  • 45-min video-call personality interview with the Head of Customer Care and another team member
  • 45-min video-call with two founders
  • Reference calls
Joko

Joko

Interested in this offer?

Questions and answers about the offer
  • Add to favorites
  • Share on Twitter
  • Share on Facebook
  • Share on LinkedIn