Customer Care Specialist B2C

Swile is a worktech launched in 2018, present in France and Brazil, and a co-leader in employee benefits.

We offer a super-app and a smart-card that bring together meal vouchers, gifts, sustainable mobility, and business travel, for a modern and unified employee experience.

Our ambition: to reinvent the world of work by aligning the interests of employees and companies, for more engagement and fulfillment.

☀️ Your future missions:

Here is a non-exhaustive list of the missions that will be yours:

• Provide solutions to complex requests from our customers via our traditional contact channels: phone, messaging, email, across all Swile products,

• Be the guarantor of the user experience by acting as the spokesperson for our customers to various internal teams,

• Participate in the continuous improvement of our processes / products by contributing your part: as you have understood, all ideas are welcome!

• Contribute to the monitoring of customer satisfaction (NPS, CSAT, feedback) and the continuous improvement of service quality,

✨ What to expect during the first 3 months:

Expectations (1 month)

• Theoretical training on all products progressively,

• Practical training on Lvl 1 tickets (Braga),

• Acculturation to your position, your team, the tools, and Swile products,

• Quality support.

Expectations (3 months)

• Progressive skill development supported by precise KPI's,

• Lvl 2 tickets only,

• Being autonomous on all types of problems,

• Identifying the right internal interlocutors,

• Good integration into the team.

🤝 It's a match if:

• You have a natural interpersonal ease and like to be proactive in making suggestions,

• You are curious, empathetic, and proactive: you like to solve problems before they occur!

• You have a minimum written understanding of English,

• You love working in a team and like to think of smart solutions to facilitate daily life,

• You demonstrate autonomy and have a strong team spirit,

• You know how to keep your cool, manage your stress, and stay positive even in complex situations,

• You are comfortable with digital tools (CRM, support platforms) or want to discover them quickly.

• A future responsible swiler: you share our commitments to the environment, diversity, equity, and inclusion, and you are ready to work daily for individual and collective performance.

🔮 During your process, you will meet:

• Agathe, recruitment team (30')

• Estelle, your future manager (30'/45')

• 2 swilers for a live business case and an exchange (1h30)

• Final round with Kévin, Director of the department

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