Customer Care Expert with French - backoffice (m/f/d)

• Provide real-time Expert Helpdesk support by advising our outsourced customer service teams or handling more complex customer requests, ensuring adherence to quality and operational standards for all customer inquiries (via e-mail ).
• Assist our customers by acting as an interface between external customer service teams and internal teams including Customer Service Management, Quality Management, Traffic Control, Finance, Legal, and more.
• Own dedicated and outbound support via email in emergency situations, as well as the full cycle of emergency after-care claims handling.
• Take decisive action and providing our customer service team with guidance on claims settlement where documented processes are not applicable with Customer Satisfaction as your main goal
• Contribute consistantly to the process changes and optimization to better serve our customers or regional organizations.

• Poses a firsthand experience in customer care;
• Put the customer first in everything you do;
• Highly motivated, proactive, team goals-oriented and able to prioritize.
• Think outside the box and always look for opportunities to improve and optimize processes autonomously and involving others.
• Speak and write fluently in French and English.
• Previous experience as Subject matter expert and mentorship within small to mid-size team would be considered advantage

• Travel perks: 12 free Flix vouchers + 12 discount vouchers for friends & family.
• Hybrid work model: We are an office-first company, but we offer flexibility to balance work and life.
• Wellbeing support: Access confidential 1:1 counselling, courses, and stress management for yourself and up to four family members.
• Learning & Development: Take advantage of language classes, training courses, and expert-led sessions to grow your skills.
• Mentoring Program: Connect with experienced colleagues to gain insights and accelerate your career.

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