Customer Support Agent

1 week ago

Bucharest, Bucureşti, Romania Recommerce Group Full time €15,000 - €30,000 per year

A bit of context :

You will be joining our team at a pivotal moment as we are actively scaling our operations to handle increased customer volume and enhance the quality of our service. Your role is central to maintaining our reputation by providing timely and effective solutions to our customers, transforming their challenges into positive experiences.

Your missions :

  • Be the first point of contact for our customers, primarily through written channels (email, social networks) and sometimes by phone, in line with our commitments (response time, relevance and quality of response);
  • Resolve customer issues and answer various inquiries with professionalism and empathy.
  • Monitor the handling of contentious cases and ensure that they are dealt with correctly from A to Z, focusing on the customer satisfaction.
  • Help maintaining and updating training documents and various knowledge bases
  • Optimize internal processes: propose and monitor improvements to procedures
  • Missions may evolve according to the company's activity and customer service.
  • Make outgoing calls to the Company's partners and customers, and occasionally respond to requests for scheduled calls (click-to-call, web call back) as part of sales campaigns
  • In connection with the manager : monitoring service quality and maintenance in German / Hungarian (checking emails, calls and knowledge base)

Our promises to you :

  • We will provide you with high-quality, continuous training on our products, procedures, and best practices in customer relations. A variety of tasks where there's never a dull moment.
  • You will be part of a dynamic and supportive team culture that values your input and recognizes your efforts, the customer service being a close-knit team : you will be in a warm and caring work environment
  • We are dedicated to offering you opportunities for growth and development within the company based on your performance and ambitions.

About you :

  • You have at least 4 years of relevant professional experience in a similar role
  • You have at least 3 years experiences in management
  • You are fluent in English and French
  • You are known for your rigor, proactivity, and adaptability.
  • You demonstrate strong resilience, empathy, and have excellent analytical and synthesis skills.
  • You are proficient with the Google Workspace (G Suite).
  • Proficiency in German or Hungarian is a significant advantage
  • You have some experience with Slack, Zendesk, or CRMs (this is a plus)

Beyond skills, we are looking for someone who wants to get involved with a positive mindset. We are here to help you grow professionnally

Our recruitment process :

Our commitment to you : a fast and transparent recruitment process

  • HR interview with Clothilde to learn more about you and tell you more about Recommerce
  • Interview with your future manager Véronique, our Head of Customer Relations (online interview)
  • Case study to be prepared at home and presented during a feedback to your manager and Léa, our Director of Digital Transformation & Customer Experience (online interview)
  • Meeting with our Recruitment Manager, Yasmine (in offices meeting)
  • Meeting with Augustin, our Chief Executive Officer (online interview)

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