TELEPHONE ASSISTANCE OFFICER (M/F)

JOB DESCRIPTION You will be the primary point of contact for receiving, analyzing, and following up on customer requests (banks and merchants). You will gather the necessary information, qualify needs, and ensure rigorous follow-up of files, while ensuring the traceability of exchanges. You will also be responsible for following up on level 3 requests relating to developments and hardware and software corrections, in coordination with the R&D team.

Working closely with internal teams, particularly preparation and logistics, you will contribute to the coordination of actions, the resolution of requests, and the continuous improvement of service quality. You will also participate in the creation and structuring of a knowledge base dedicated to your department, in order to formalize and capitalize on the experiences acquired by the team, and to facilitate knowledge sharing between different agents.

MISSIONS Without this list being exhaustive, your main missions will be:

• Management of customer requests

Receive, analyze, and qualify requests from banks and merchants, gather the necessary information, and provide an appropriate first level of support;

• Follow-up and traceability of files

Ensure the follow-up of requests and complaints, document exchanges, and update information in the tracking tools;

• Coordination of level 3 requests

Ensure the follow-up of requests relating to developments and hardware and software corrections, in connection with the R&D team;

• Operational coordination

Collaborate with internal teams, particularly preparation and logistics, to facilitate the processing of requests and ensure a good flow of information;

• Management of complex situations

Identify difficulties encountered, structure the information gathered, and ensure its transmission to the competent interlocutors to facilitate their resolution;

• Creation and structuring of a knowledge base

Formalize procedures, document situations encountered, and capitalize on the department's experiences to facilitate knowledge sharing between different agents;

• Continuous improvement of the service

Identify recurring difficulties, analyze customer feedback, and propose ways to improve the department's processes and practices.

PROFILE You hold a minimum of a Bac +3 degree and have experience in file management, operational coordination, analysis, or activity monitoring, ideally in the electronic payments or banking sector.

You possess excellent analytical, synthesis, and writing skills, as well as a real sense of organization. You know how to gather and structure information, ensure rigorous follow-up of requests, and coordinate exchanges between different interlocutors.

We are looking for a dynamic and pedagogical person, endowed with excellent oral and written communication skills, comfortable on the phone, and demonstrating reactivity and diplomacy. Autonomous and methodical, you enjoy teamwork and know how to show versatility. Experience in customer service roles is expected.

Given the international context, proficiency in English is expected, including for essential IT tools, notably Microsoft office.

To succeed in the proposed position, you must demonstrate interpersonal and writing qualities, coordination, and structuring skills. You must also be proactive and involved, with the ability to work both autonomously and with versatility within your team.