Cette offre est lié au département Customer service
Mots clés:
Customer Support
Support
Virtuo is your car, on-demand(e)We’re bringing all the freedom of driving without the burdens of owning a car for you, our cities & the planet.
Launched in 2016, our on-demand car rental app is releasing cities and their citizens from the burden of car ownership(e)Virtuo is freeing up space and time, putting the freedom of driving in people’s pockets, not parked on city streets.
Our mission is to create a delightful on-demand car experience.
Our vision is a future with no personal cars.
In 2021, we closed our Series C funding round, led by AXA Venture Partners, and are now active in 21 cities (as well as 30 airports and train stations) across France, Spain, United Kingdom, and Italy (with more to come).
Key Facts
? +1,700,000 downloads │ ? +100,000 users │ ? +3,500 cars │ ? +100 Virtuoses
? Fundraising in 2021: €96M (Investors: AXA Venture Partners (AVP), Bpifrance Large Venture, Alpha Intelligence Capital, H14, Groupe BPCE, Natixis, Balderton Capital, Iris Capital and RAISE France).
? Rewards: Best apps on the app store 2016&18, BPI France and 2021 FrenchTech Top 120.
? We are in France, U.K, Spain, and Italy (?? soon), service available in 54 locations
The Opportunity
Are you looking for a job where you can really make a difference? Is quality important for you ? And if attention to detail is a very important notion for you, then, you should apply for this role(e)We have an exciting opportunity at our most amazing Quality & Training team attached to the customer support, in Paris in the heart of the 17th.
The customer support team is responsible to provide support to Virtuo customers in every country Virtuo is present: France, UK, Spain, Italy, and soon many more.
At Virtuo, we want to offer a 1st class customer support, and to be able to reach this goal, the quality and training team is very important.
This position will allow you to join a team with diverse profiles and interact with different departments and also Virtuo partners.
? Your missions:
Virtuo is growing and the customer support team is as well(e)As a quality specialist, your responsibilities are :
- Perform quality reviews on the agents with a focus on the new agents
- Perform quality check on account validation
- Review customer satisfaction
- Review cases escalated by other teams / deep-dives / post-mortem
- Review assistance cases to provide feedback on recurrent car issues with the volume
- Manage fines and handle complex issues
- Provide daily feedback to our partners
- Review our Partner's numbers and weekly / monthly feedback
? What this position will provide you with:
- This position will bring you the opportunity to have a reel impact on the performance of the customer care team, to work closely with Team Leads, and maintain a high-quality level across our customer support
- Being able to work in an innovative environment where everything is yet to build (or rebuild) and in a scale-up where your decisions of initiatives will have a direct impact! A challenging position from which all Virtuo’s business depends on.
? You are the ideal candidate if:
- You are passionate about following procedures
- Attention to detail has no secret for you
- You are very interested in learning new things
- You are curious and always willing to challenge current processes
- You do not wait for the information, you go and search for it!
- You are autonomous
- You are very patient
- You are not scared to provide feedback
- You are a strong communicator, internally (with all teams) and externally with clarity, humility, and precision in French and English (Italian or Spanish is a plus)
? Recruitment process :
1(e)Discovery interview with our Training and Quality Manager
2(e)Case study with a debriefing with our Training and Quality Manager and Head of Customer Experience
3(e)Culture Fit Interview
?Working daily at Virtuo will make you :
- Participate in the revolution of the car rental industry by transforming a traditionally unpleasant and anxiety-provoking service into a fluid, modern and exciting experience!
- Join a fast-growing start-up: we doubled our team in one year, x3 revenue, +2 countries every year ...
- Work in a stimulating environment surrounded by bright, agile, and dynamic profiles
- Be part of a “user-centric” team which is one of the best customer teams in the car rental industry
- Work for an innovative startup where everything is building, in a company where your decisions will have an immediate impact
- Be part of an international team (presence over 4 countries)
? Perks
- Swile card (lunch card): you'll finally be able to pay exactly the amounts you need, and be done with lunch paper tickets
- Our Office Manager spoils us: drinks, fruits, snacks ..(e)warning to the chocolate and candies addicts!
- Sportive events: if you're an athlete, you will love it, if you're not, never too late!You'll need to burn all those snacks!
- BBQs on our 360° Paris' rooftop this summer
- Medical reimbursement with Alan: you do everything through your phone? This 100% mobile health mutual is meant for you and will answer quickly to all of your medical needs (Full-time only)
- Remote work
- RTT
- Significant discount on Virtuo rentals, it's time to try all the best car technology during your weekends and vacation