Customer Service Officer

Summary

Join Qonto as a Customer Service Officer and become the customer voice within the Operations team, solving customer problems through continuous improvement. Support clients in their company creation journey, guiding them through existing company setups and capital deposit processes while maintaining a 4.7 CSAT score. Work closely with a team of 20, contributing to offering the best service and ensuring fluid internal processes and optimal security. Act as a Qonto Ambassador, providing exceptional customer support across multiple channels. Analyze daily customer problems and collaborate with various teams to implement continuous improvements. Set up and maintain internal processes to better respond to customer requests and provide feedback to Operations and Product teams. Take ownership by identifying anomalies and optimizing problem-solving approaches, supporting company creation processes by assisting clients and experts involved in capital deposit procedures.

Requirements

• Customer service experience: You have initial experience of at least 2 years in customer-facing roles, preferably in FinTech, SaaS, or financial services, with a track record of customer satisfaction
• Bilingual communication excellence: You are fluent in both English and French with exceptional written communication skills, essential for handling complex regulatory explanations and customer interactions
• Analytical problem-solving skills: You can analyze customer issues, identify patterns, and work with technical teams to implement solutions while demonstrating strong workplace organization and sense of priority
• Cross-functional collaboration: You excel at working with multiple departments and can translate customer needs into actionable insights for internal teams
• Adaptability in regulated environments: You're comfortable learning compliance procedures (KYC, KYB, AML) while maintaining efficiency and accuracy in a dynamic, fast-paced fintech environment

Responsibilities

• Act as a Qonto Ambassador by providing exceptional customer support across multiple channels (phone, email, chat, social networks) to resolve capital deposit inquiries and guide French companies through critical onboarding steps
• Be the voice of our customers by analyzing daily customer problems and collaborating with Product, Tech, Compliance, and AML teams to implement continuous improvements and maintain the "WOW" effect
• Set up and maintain internal processes to better respond to customer requests (create, update FAQs & macros, challenge existing procedures) and provide feedback to Operations and Product teams
• Take ownership by identifying anomalies, optimizing problem-solving approaches, and supporting company creation processes by assisting clients, notaries, accountants, and experts involved in capital deposit procedures

Benefits

• Offices in Paris, Berlin, Milan, Barcelona, and Belgrade
• Tailor-made remote work policy depending on the job you apply for and where you live
• Competitive salary package
• A meal voucher
• Public transportation reimbursement (part or global)
• A great health insurance (depending on the country)
• Employee well-being initiatives: access to Moka Care to take care of your mental health and great offers for sports and wellness activities
• A progressive disability and parenthood policy (1 in 6 of Qonto employees is a parent!) and childcare benefits with selected partners
• Monthly team events