Customer Experience Manager

Job title:

Customer Experience Manager

Company

Joko

Job description

Our mission is to make each of our users feel special by answering their requests quickly and in a personalized way. We are the voice of our users at Joko. All the decisions we make serve the satisfaction of our users, and we strive to provide the best customer service.Led by Mathilde, the internal team focuses on building strong and efficient processes to make sure that our outsourcing partners can deliver outstanding results!🎯 What You Will DoAs a Care Experience specialist, your mandate is to make sure our users have the best experience possible. You adjust our processes, enhance our tooling, and plan resources to make sure we deliver amazing satisfaction! Thanks to your deep understanding of our CSAT, you know our users’ issues and the team’s struggles in answering them better than anyone. Therefore, you push for changes to deliver outstanding customer service.Your responsibilities:Processes: You will be in charge of optimizing our processes to make sure support teams work as efficiently as possible.Workforce management: You are responsible for modeling and projecting our needs. You implement a staffing model to ensure we have an optimal resource allocation to answer our users.Routines: You analyze pain points in our daily routines and find ways to automatize them to avoid too much manual work from the team.Voice of the customers: You ensure our users are heard internally. You analyze and aggregate their feedback made through tickets, CSAT, etc.) to share them with the right team, and push for action. You update processes accordingly.Tickets and routing management: You maintain proper ticket routing to agents and ensure high productivity (creating accesses, updating ticket fields, etc.).Profil recherchéExperience: You have about 2-4 years of experience working on creating or challenging processes, as well as working on workforce management topics. Experience in customer service is a plus but is not mandatory for this role.Analytical: You are data-driven and know how to do project management and break down large problems into actionable items.Languages: You are native in French and fluent in English both written and spoken, as our team is international.Mindset: You deeply care about others, you like challenges, and you are known for your incredible energy! You are known for your entrepreneurial mindset.Attention to details: You know that the devil is in the details, and you have a talent for spotting flaws when there are.Efficiency: You are fond of productivity tools and able to deliver on time on projects with many stakeholders.Déroulement des entretiens15-min call with the Hiring Manager45-min personality interview with two team membersA case study followed by a 45-min debrief45-min Founders interviewReference callsYou might also be invited to meet other team members at the office for a coffee or a drink!Envie d’en savoir plus ?Meet Luisa, Head of Brand and CommunicationMeet Quentin, COODécouvrez l’entrepriseExplorez la vitrine de l’entreprise ou suivez-la pour savoir si elle vous correspond vraiment !Ils sont sociablesL’entrepriseApplication mobile, Intelligence artificielle / Machine Learning, FinTech / InsurTech60 collaborateursCréée en 201848%52%Qui sont-ils ?We help consumers shop smarter. Our ambition is to revolutionize the way people shop, empowering them to find what they need, make informed purchasing decisions, and save money.Joko is a tech company founded in Paris. Our team of over 50 talents is international and spread across offices in Paris, Barcelona and New York, or working remotely.As a certified B Corporation, we are committed to making a difference in the lives of the communities we serve, including the 4 million consumers already using Joko to save money every day at over 7,000 merchants.Over the years, we have quickly expanded our value proposition to enable consumers to make smarter shopping decisions through many features: cash back, buy now and pay later, automatic coupons, price drop alerts, carbon footprint tracking, and more. Today, we are dedicating significant resources to developing an AI-powered assistant that helps users find the right product based on their criteria for price, quality, or environmental impact from the global e-commerce catalog.After reaching profitability in our core market, we are now expanding internationally with a primary focus on the US.It’s still day 1; come build the future of shopping with us!EngagementsB CorpLe lieu de travailBureaux et télétravailVous souhaitez en savoir plus sur les bureaux et la politique de télétravail ? C’est par ici !D’autres offres vous correspondent !Ces entreprises recrutent aussi au poste de “Customer Service”.GladyParisCDIil y a 6 heuresComboParisCDIil y a 17 heuresSideCareParisCDI36K €il y a 17 heuresExtracadabraParisCDIil y a 17 heuresOneFlashParisCDI60K à 75K €il y a 17 heuresPartooParisCDI65K à 75K €hierSauvegarderA proposNous rencontrerLa newsletter qui fait le tafUne fois par semaine, des histoires, des jobs et des conseils dans votre boite mail.Je m’abonneVous pouvez vous désabonner à tout moment. On n’est pas susceptibles, promis. Pour en savoir plus sur notre politique de protection des données,

Expected salary

Location

Paris

Job date

Wed, 20 Nov 2024 02:47:22 GMT

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