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Customer Care Officer - Italian Speaker

extra holidays - extra parental leave - fully flexible
Remote: 
Hybrid
Work from: 
Lille (FR)

Offer summary

Qualifications:

Bilingual in Italian and French, Good level of English, Previous experience in customer care, Strong problem-solving skills.

Key responsabilities:

  • Provide support to customers and merchants
  • Manage debt collection actions from start to finish
Alma logo
Alma Fintech: Finance + Technology Startup https://getalma.eu/
201 - 500 Employees
About Alma
Alma is on a mission to become the European leader on dynamique Buy Now, Pay Later market. In 4 years, we have done a lot : we sold our B2B2C solution to more than 10 000 merchants, and served over 1 million French consumers. The Alma team grew from 2 to 400 people and we raised a 210M€ series C in early 2022 to help us accelerate further. But there is still a lot to build.At Alma, we know that finance is a business enabler and that our payment solutions bring great added value to merchants and customers across Europe (already live in Belgium, France, Germany, Italy, Netherlands, Spain).For merchants, our solutions of installment payment and deferred payment are excellent ways to increase customers' loyalty and satisfaction, as well as generating up to 20% extra sales revenues without any risk, Alma handling it for them.For customers, the buying experience is enhanced (4.6/5 on Trustpilot) and Alma grants them the possibility of handling their budget easily. They pay later, Alma pays merchants right away.For both merchants and customers,Our strength lies in the simplicity, efficiency and Our goal is to create the most fluid, delightful and seamless experience for both merchants and customersOur engagement? We help people not to buy more, but better. To purchase the products of their choice, at their own rhythm. With confidence and control.
See more Alma offers

Job description

ABOUT THE POSITION

The Operations team is responsible for setting up and managing the processes to provide merchants and customers with the best payment experience in several installments.

Concretely, this means:

  • Provide customer and merchant support: we are there to support them in using Alma, and their feedback allows us to improve the product;
  • Manage debt collection actions from A to Z: our role is to minimize the rate of delay and default to guarantee the company's margin;
  • Take charge of the on-boarding of new merchants, and ensure that they can install the Alma solution as quickly and easily as possible.

We offer you a role at the heart of Alma's operational reactor. You will have the following responsibilities:

  • Take in charge the requests of consumers and merchants requiring in-depth analysis by email and telephone, and guide them in the use of our payment solution
  • Interact with internal and external contacts to respond to their requests and provide the best support experience
  • Understand and anticipate their needs to improve our processes and tools
  • Participate in the upgrading of newcomers' skills in a context of strong growth

As a Customer Care Officer, your impact on the business will be immediate and tangible : your actions will make our customers and merchants happy on a daily basis.

ABOUT YOU

Alma is the right fit for you if you are:

  • Bilingual Italian and French : you also have a good level of English
  • Open and friendly : you know how to listen to your customers, you have easy contact and you show empathy
  • Perseverant : you don't get stuck in the face of difficulties, you know how to bounce back in the event of failure
  • Autonomous and resourceful : you know how to find a solution to each problem, without losing view of your objective
  • Rigorous and organized : you work in a methodical and structured way, you do not leave any subject untreated on the
  • Demanding and reliable side : you do not compromise on the quality of your work , and you make it a point of honor to keep your commitments
  • You ideally have a first experience in a similar role, and you have a good level of English

If you wish to join a company in very strong growth and that you tick all these boxes , your place is at Alma!

ABOUT THE RECRUITMENT PROCESS

  • A first call with one of our Talent Acquisition Managers
  • The realization of practical cases remotely
  • A video interview with Astrid, Customer Care Manager
  • An exchange with two members of the Operations team
  • A team fit!

 

Required profile

Experience

Industry :
Fintech: Finance + Technology
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Fair Debt CollectionPayment SystemsOnboarding StrategiesCustomer Support

Other Skills

  • Communication
  • Resourcefulness
  • Reliability
  • Empathy
Are you interested?

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