About the Role
We are seeking a highly skilled and customer-focused Customer Support Officer to join our team at Lengow. As a key member of our Customer Success team, you will be responsible for providing exceptional support to our merchants, ensuring their satisfaction with our Lengow/Netrivals platform.
Key Responsibilities
- Provide functional and technical support to merchants via phone or ticketing tool, ensuring timely and qualitative resolution of issues.
- Ensure merchants can utilize all features of our solution, providing guidance and support as needed.
- Escalate complex issues to our Technical Support team, reproducing and qualifying incidents, and writing summaries.
- Suggest updates or creation of customer documentation to reduce assistance needs.
- Liaise with the Customer Success Manager to report and alert them to difficulties in using Lengow.
Requirements
- Fluency in English and French, with Spanish, Dutch, or Italian as a plus.
- Experience with support software.
- Customer-oriented, empathetic, and patient approach.
- Strong analytical and synthesis skills.
- Technical background or strong interest in problem-solving.
- Good interpersonal skills, able to work with diverse individuals and teams.
- Autonomous, proactive, and resourceful mindset.
- Ideal experience in e-commerce.
What We Offer
- Ticket restaurant 8 euros per day.
- Malakoff Humanis Private insurance & Prévoyance.
- 3 Remote days.
- Flexible hours.
- Bike mileage allowances or 50% of transportation tickets.
- Remote allowances.
- Professional events and regular internal cohesion.
Full Remote
