Customer Care Analyst – Operations
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Job Description
Customer Care Analyst & Ops pour Green-Got, institution financière française à impact. Support des membres, amélioration des processus et suivi des incidents.
Responsibilities:
- Respond to members via chat, email, and phone with clarity, empathy, and within agreed response times
- Support members with their accounts, transactions, and questions following investigation
- Identify, assess, and resolve unprecedented cases
- Collect, structure, and share members’ needs, frustrations, and suggestions with the Product, Tech, and Marketing teams
- Optimize processes and keep documentation up to date
- Identify bugs, report them to the relevant teams, and track their resolution
- Participate in testing new features before they go live
- Identify opportunities to improve the member experience
- Define performance indicators and implement concrete actions
- Set up the tools and routines needed to monitor projects and ensure successful outcomes
- Collaborate with the Product, Tech, Compliance, Marketing, and Impact teams
Requirements:
- Education: BTS, university technical degree, business school, IAE, or any program related to customer relations
- Initial experience in customer care or customer service is a strong plus
- Strong customer-service orientation
- Rigorous and well organized
- Strong writing skills and impeccable spelling and grammar
- Analytical curiosity
- Ability to manage stress
- Working proficiency in English
- Sensitivity to the environmental transition
- Comfortable using digital tools: Intercom, Notion, Slack, Aircall
- Interest in AI and automation applied to customer service
- 35-hour workweek
Benefits:
- A role with a genuine impact
- Meaningful responsibilities
- Learning alongside a team that is committed to sharing its expertise
- Opportunities for growth and increased responsibility
- Flexibility: remote work from home and anywhere in Europe
- Regular events: GG Team Day, CC Team Building, and Green Camp
- Remote work possible from home and anywhere in France
- An ambitious, demanding, and determined team
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