Customer Care Officer, Qonto
Belgian Market, French Speaker
3-5 days a week in office
The finance solution that energizes SMEs and freelancers.
Be an early applicant
The finance solution that energizes SMEs and freelancers.
1001+ employees
Be an early applicant
3-5 days a week in office
1001+ employees
Company mission
To create the finance solution that energises SMEs and freelancers.
Role
Who you are
- Experience: You have a background in customer success, preferably with experience in improving standards and procedures
- Languages: You're a native or C2-level speaker of French with an excellent understanding of Belgium's local business culture, and you also have a very good level of English - Big plus : You also speak Flemish
- Skills: You excel in multitasking, attention to detail, and have strong written and verbal communication abilities
- Tech-savvy: You're comfortable learning and working with multiple software tools simultaneously
- Attitude: You're proactive, curious, and eager to contribute to the growth of a new market
What the job involves
- You'll play a crucial role in establishing our presence by delivering exceptional onboarding experiences and ongoing support to our new customers
- Working closely with Francesca, our Team Leader, you'll help shape our customer success strategy in this new market, directly impacting Qonto's growth and reputation in Belgium
- Be a Qonto Ambassador!: Handle both onboarding and customer care for Belgium, ensuring a smooth start for new clients and ongoing support
- Achieve and maintain a Customer Satisfaction (CSAT) score of 85% or higher: Ensure high levels of customer satisfaction by addressing client needs effectively
- Respond to customer inquiries: Balance speed and quality in handling customer inquiries, providing timely and accurate assistance
- Collaborate with the Risk and Compliance team: Improve onboarding procedures and FAQs for Belgium, ensuring compliance and clarity
- Market/Team Context: Be part of Qonto's exciting expansion into new European markets, working in a fast-paced, growth-oriented environment
- Methodologies: We value continuous improvement, data-driven decision-making, and customer-centric approaches
- Tools: You'll become proficient in using Zendesk, Notion, Mayday, Forest, and other tools to manage customer interactions efficiently
- Growth Opportunity: As an early member of the CS Belgium team, you'll have the chance to impact our success and grow with the company significantly
- đ€ About your future manager
- Her Background: Francesca is the team leader of Qontoâs Italian team within the onboarding department. She joined Qonto in May 2021 after previous managing roles within other fast-scaling companies, such as the French tech Meero
- What can she bring to you? Francesca has many previous experiences in team management and is enthusiastic about applying localization to customer service to develop the best user experience in market-specific contexts. Her team is all about cooperation, communication, and growth by giving room to everyone to be heard and bring their ideas to the table
Application process
- Interviews with your Talent Acquisition Manager and future managers
- A remote exercise to demonstrate your skills and give you a taste of what working at Qonto could be like
- We will send you an interview guide so you can best prepare yourself
- On average, our process lasts 20 working days and offers usually follow within 48 hours đ€
Our take
Since its 2016 foundation, Qonto has grown into one of Europeâs most high profile fintech startups. It offers payment services and bookkeeping to SMEs and freelancers, in return for a monthly subscription.
Qontoâs rapid growth has seen it expand its footprint from France into Spain, Germany, and Italy. The company is capitalising on the digitisation of the financial services industry and has leveraged close business and product partnerships with other major fintech startups like Stripe, October, and PayFit, to continue improving its offerings.
The company's value has soared well into the billions and, on top of this, in 2022, the company completed the fastest-to-date âŹ5 million fundraise on Crowdcube. Moving forward, Qonto appears to be working on building up its presence in newer territories. This includes the integration of Penta, a digital business banking provider for SMEs and freelancers in Germany, that will now operate as "Penta by Qonto".
Kirsty
Company Specialist
Insights
Many candidates hear
back within 2 weeks
44% female employees
43% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Apr 2022
$5.6m
LATE VC
Jan 2022
$543.3m
SERIES D
Total funding: $700.5m
Company benefits
- Tailor-made remote policy (from hybrid to full-remote)
- Lunch Card
- Dynamic career tracks
- Employee well-being initiatives
Company values
- Customer Focus: Prioritize customers in everything you do.
- Integrity: Always do whatâs right, and respect people.
- Ownership: Own your part, get things done.
- Teamwork: Make (team)work easy.
- Mastery: Continuously raise the bar.
Company HQ
Saint-Georges, Paris, France
Articles
Leadership
Steve Anavi
(President)Prior to co-founding Qonto, they co-founded Smok.io (acquired by a Fortune 500), led operations at Groupon and worked at Deloitte Consulting.
Alexandre Prot
(CEO)Co-founded Smok.io along with Steve Anavi. Also co-founded digital consulting company Smartven.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity, Equity & Inclusion at Qonto
Camille Pelcé (Diversity, Equity & Inclusion Project Manager)
- 43% women in the leadership team
- 44% women at Qonto
- 50 nationalities and counting
- 33% of staff are non-French
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