As a Customer Care Specialist, you will be part of the Customer Experience Team. Working closely with the Customer Care Team, you will have a unique position between the Business and Tech teams as you will gather precious insights from our users everyday. Feature requests, bug reports, commercial and partnership opportunities etc., you will sit at a key position to be our customer’s voice in the team!

Your role is paramount to improve our product everyday and to ensure we keep our Wooclap users happy.

Responsibilities

Here’s what your day-to-day will look like:

• Provide technical support to all our users in French, English and Spanish, essentially through chat and emails, via our CRM Intercom (Wooclap). Dutch is a plus.

• Investigate and follow up on inquiries/issues and respond and/or resolve in the most efficient manner possible.

• Write and update articles from our Knowledge base (FAQ) to improve self-help.

• Identify the best opportunities (partnerships, commercial) that are coming our way and dispatch them to the relevant teams (Sales, Customer Success, Marketing, Tech teams).

• Propose new ways (tagging tickets, routing queries, bot, IA, etc.) to improve the Customer Care team performance, efficiency and efficacy based on metrics and data analysis

• And share the love with the team: we receive kind messages everyday from happy customers around the world!

📦Package

• 6-months CDD position based in Brussels

• From December/January to June

• Compensation commensurate with experience

• Meal Vouchers

• Flexible working policy

• MacBook Air

• You have perfect writing skills in English and French. Your spelling is impeccable. Any other language (Spanish, Dutch, German…) is an real advantage.

• You have a first experience in a similar position and you’ve worked with Intercom, Crisp or any other help desk software.

• You have a deep sense of empathy and commitment to put our users first.

• You are a team player with a passion for cross-team collaboration.

• You are an exceptional cross-functional communicator

• You have great time management skills and an excellent attention to detail

• ☎️ 30’ Interview with the Head of CX - Adeline

• 📈 60’ Business Case with Michael, Customer Care Manager and Yohann, Customer Care Lead

• 🎬 15’ Closing interview with Anabela, our Head of People