Customer Care Analyst – Operations

This is a fully remote position, open to applicants in France.

📋 Description

• Engage with members through chat, email, and phone communications.

• Assist members with their accounts, transactions, and inquiries following thorough investigation.

• Identify, evaluate, and resolve unique cases.

• Gather, organize, and communicate members’ needs, frustrations, and suggestions to the Product, Tech, and Marketing teams.

• Enhance processes and ensure that documentation remains current.

• Detect bugs, report them to the appropriate teams, and monitor their resolution.

• Participate in the testing of new features prior to their launch.

• Spot opportunities to elevate the member experience.

• Define metrics and execute specific actions.

• Establish project tracking tools and routines to ensure successful results.

• Collaborate with the Product, Tech, Compliance, Marketing, and Impact teams.

⛳️ Requirements

• Strong empathy, attention to detail, and the capacity to maintain composure under pressure.

• Service-oriented mindset with the ability to resolve members’ concerns effectively.

• Exceptional organizational skills: prioritization, documentation, and follow-up.

• Proficient writing abilities with excellent spelling and grammar.

• Analytical mindset with a knack for identifying patterns.

• Competence in managing stress.

• Professional working proficiency in English.

• Interest in environmental transitions.

• Passion for digital tools.

• Educational background: BTS, IUT, business school, IAE, or any other qualification relevant to customer relations.

• Previous experience in customer care or customer service is highly advantageous.

🏝️ Benefits

• A position with a meaningful impact.

• Genuine responsibilities.

• Opportunities for learning alongside a team that actively shares expertise.

• Potential for growth and taking on significant responsibilities.

• Flexibility: remote work options available from home and across Europe.

• Team-building days and events.

• BSPCE stock options.

• Alan health insurance.

• One team day every six months.