Customer Care Officer – Spanish Market

Responsibilities

• Be a Qonto Ambassador:
  Delight our Spanish customers with sharp, fast support via email, chat, and phone — both inbound and outbound. Every interaction reinforces their decision to choose Qonto.
• Be the voice of our customers:
  Customer Voice is precious to us — we use it to continuously improve our product and maintain the "WOW" effect our customers love. You'll surface insights, flag root causes, and contribute around one improvement per month through our PDCA cycles.
• Hit our quality bar:
  Reach a Stellar Support score ≥ 70/100 (deep-dive quality score), fast First Reply Time (chat under 5 min, email under 30 min), and zero backlog at end of day.
• Take ownership:
  Identify anomalies, propose better problem-solving methods, and keep your teammates aligned on what's changing.

• Experience:
  
  At least 1 year in a customer-facing role — or a first internship/experience in client-facing work
• Customer-centric:
  You show empathy and adapt your tone to what each customer needs
• Communication:
  Excellent oral and written skills in Spanish ( C2) and English (C1)
• Tools:
  Comfortable with ticketing systems (Zendesk a plus), quick to pick up new tools (Aircall, Forest, Dust)
• Mindset:
  You enjoy collaborating with your team and you give and receive feedback openly
• Availability:
  You're available to work weekends as part of the role

Below are skills and terms extracted directly from this job posting to improve Applicant Tracking System (ATS) visibility. This unique feature helps candidates tailor their applications more effectively — a feature exclusive to Job Tailor job listings.

• customer-facing experience
• problem-solving
• quality assessment
• customer support

• empathy
• communication
• collaboration
• feedback
• ownership