Customer Care Onboarding - Italy

Our mission? Making day-to-day banking easier for SMEs and freelancers thanks to an online business account that's combined with invoicing, bookkeeping and spend management tools. Thanks to its innovative product, highly reactive 24 / 7 customer support and clear pricing, Qonto has become the leader in its market. Our journey : Founded in July 2017, Qonto has rapidly gained trust, serving over 500,000 customers. Thanks to our wonderful team of 1,600+ Qontoers, we also made it to the French ranking!

Our values :

• Customer focus : Prioritize customers in everything you do
• Ownership : Own your part, get things done
• Teamwork : Make (team)work easy
• Mastery : Continuously raise the bar
• Integrity : Always do what’s right, and respect people

Our beliefs : At Qonto, we're committed to fostering a welcoming environment where everyone can thrive. We prioritize evaluating applicants based solely on skills and potential, ensuring diversity with 50% international team members, 44% women, and 20% parents.

Join our dynamic Customer Care team in Barcelona to shape the onboarding experience for Qonto's Italian customers. As a Customer Care Onboarding Specialist, you'll play a crucial role in maintaining our high standards of customer satisfaction and compliance, working closely with Francesca, our experienced team lead based in Paris.

As a Customer Service Onboarding Specialist at Qonto, you will :

• Guide Italian customers through the account opening process, ensuring a smooth onboarding experience
• Maintain a high conversion rate (currently 54%) for account openings while adhering to compliance standards
• Contribute to maintaining or improving our impressive CSAT score
• Participate in projects aimed at streamlining processes and enhancing customer communication
• Collaborate with team members to identify areas for improvement in our onboarding procedures

What you can expect :

• Work in a dynamic, fast-growing fintech environment, supporting high-profile clients who are shaping the future of business.
• We value critical thinking and encourage team members to contribute ideas for process improvement.
• An interesting international environment with teammates from around the world.
• A supportive team that helps each other to be the best they can be.
• Embrace a culture of continuous improvement and autonomy, with daily team meetings and problem-solving sessions.

About your future manager : She has been leading our Italian onboarding team since 2021. She believes in giving team members the freedom to organize their time while providing regular check-ins and support. Francesca fosters a collaborative environment and is committed to helping her team grow both personally and professionally.

About You :

• Experience : You have a background in customer service, preferably in the financial sector.
• Languages : Fluent in Italian and English; Spanish is a plus.
• Skills : Strong attention to detail, excellent communication skills, and the ability to multitask effectively.
• Adaptability : You're quick to learn and can easily adapt to new processes and technologies.
• Mindset : You're proactive, enjoy problem-solving, and are passionate about delivering exceptional customer experiences.

At Qonto we understand that true diversity isn't just about ticking boxes on a hiring checklist. Apply regardless of the boxes you tick! Who knows? You may have the missing piece of the puzzle we've been searching for all along.

• A tailor-made and dynamic career track.
• An inclusive work environment.
• Offices in Paris, Berlin, Milan, Barcelona, and Belgrade.
• Tailor-made remote work policy depending on the job you apply for and where you live.
• Competitive salary package.
• Public transportation reimbursement (part or global).
• A great health insurance (depending on the country).
• Employee well-being initiatives : access to mental health support and great offers for sports and wellness activities.
• A progressive disability and parenthood policy as part of our commitment to diversity (1 in 6 of Qonto employees is a parent!) and childcare benefits with selected partners.
• Monthly team events.

Our hiring process :

• Interviews with your Talent Acquisition Manager and future managers.
• A remote exercise to demonstrate your skills and give you a taste of what working at Qonto could be like. We will send you an interview guide so you can best prepare yourself.
• On average, our process lasts 20 working days and offers usually follow within 48 hours.

To learn more about us :

To know how your personal data will be processed during your application process or to request its deletion, please contact us.