https://www.fradeo.com/de/kandidaten/deutsch-franzoesische-stellenangebote/customer-care-specialist-germany-m-f-d
Customer Care Specialist Germany (m/f/d)
- Levallois-Perret
- 17. Oktober 2022
- Ref. FRDJOB2022101707464739
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Ontex Santé France SAS
Ontex is a leading international producer of personal hygiene solutions (disposable diapers and pants, pads, tampons and panty liners) in baby, feminine and adult care distributing in more than 110 countries. With 18 manufacturing bases around the globe, Ontex employs more than 9 000 people and generated sales of € 2 bn in 2021.
In 2018, we created a Digital Business Unit focusing on subscription, located in Levallois-Perret, near Paris. We started with the Baby category (Little Big Change) with a disruptive digital strategy reaching more than a million euros after only a year. In March 2021, we also launched the Adult category (A Lovely Day). From October 2022, we will launch our latest innovative IoT Healthcare (#healthtech) service called Orizon to improve the wellbeing of elderly people.
The role covers all brands, current and future (Baby, Female and Adult), in all countries (France, Belgium, Luxembourg, The Netherlands, Germany, Austria, Italy, Spain) within Customer care department of the Digital Business Unit.
You will contribute to maximize customer value and drive profitable growth for the business.
We are a multicultural and multilingual team (everyone speaks at least two languages, including English), and the average educational level is Masters. We work between 9am and 5.30pm, Monday to Friday, and we provide an omnichannel support (via email, Facebook Messenger, WhatsApp, chat, phone) in several European languages.
On a daily basis, we manage customer requests for all our brands. This covers : information requests, order tracking, problem solving, disputes, complaints, technical support, etc. Being the privileged contact of the customers, we have a sharp knowledge of them, which makes us internal references.
Working in our team is a job that's a bit off the beaten tracks : because we work in the subscription side of e-commerce, you'll get a very sought-after experience, provided that you are a bit curious. And yes, we take care of customers as you would expect, but not only : each team member is responsible for related tasks (from logistics to marketing).
What we are looking for
As part of our growth strategy, we are extending our team and are looking for a customer care advocate to join us.
Reporting to the Customer Success Manager, you will be the first point of contact and the interface between us and our customers, helping them use our products and services. You will collaborate with different stakeholders ranging from marketing, acquisition, sales, supply chain but also our Digital Factory.
Reporting to the Customer Success Manager, you will be the first point of contact and the interface between us and our customers, helping them use our products and services. You will collaborate with different stakeholders ranging from marketing, acquisition, sales, supply chain but also our Digital Factory.
We’re looking for candidates speaking German as a native language, perfect English and ideally other European languages (French, Italian or Dutch)
Preferred experience
Preferred experience
- German as native language required
- Fluent in English (both written and speaking) required
- Minimum two years experience in customer care
- You are polite, approachable, empathic
- Ability to remain patient and calm in difficult or stressful situations
- A passionate, curious, detail-oriented personality
- Excellent written and speaking communication skills
- A problem-solving mindset and willingness to go the extra mile to help
- Ideally with a communication, business or language background
- With an interest for e-commerce and knowledge of digital working environment
- Knowledge of a CRM tool (Zendesk, Freshdesk, etc) is a plus
Working conditions
- Location : Levallois-Perret
- Type of contract : permanent full time (French CDI)
- Start : September
- Working hours : Monday to Friday, 9 am to 5.30 pm
- Advantages : remote working 2 days/week, 50% off Navigo monthly card, meal vouchers, gift cards
Recruitment process
- Interview with the Manager
- Meeting with team members
- Interview with HR if shortlisted
