Customer Care Coordinator (M/F)

your missions

Customer Relations:

• Manage requests directed to Customer Care HQ and provide personalized responses. Handle escalations.
• Make occasional outbound calls to our customers.
• Collaborate with other departments to address specific customer requests.
• Ensure the quality of our responses worldwide, maintaining brand standards both in writing and during telephone conversations. Partner with markets for continuous improvement.
• Listen to our end customers, gathering their needs and feedback, and relaying it to the Care team to continuously improve the overall customer experience.

Customer Care Community Engagement:

• Provide daily support to Customer Care Advisors worldwide, answering their questions and helping them resolve complex situations.
• Act as the voice of the Advisors, relaying their needs and suggestions to the HQ team to evolve our tools and the customer experience.
• Inform the team of organizational changes in different markets.
• Train newcomers on the use of our tools (Salesforce).
• Occasionally write or modify articles for the community's knowledge base.
• Participate in the writing of the community's internal newsletter.

Administrative Tasks:

• Perform various back-office tasks to improve the customer experience (generating password reset links, manually activating warranties, etc.).
• Manage the shipping of materials to our markets.
• Enter invoices into the company's tools.

Your profile

• Excellent written and verbal communication skills in English (any other language is an asset).
• Empathy and the ability to manage the emotions of demanding customers.
• Analytical skills and the ability to step back from complex situations.
• Thoroughness, autonomy, and organization to efficiently process requests and workflows.
• Proactivity and creativity to find innovative solutions to best assist our customers and our teams.
• Excellent interpersonal skills and the ability to build trusting relationships with various stakeholders.
• Leadership and the ability to engage a community.
• Knowledge of Salesforce is preferred.