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Seaya

Customer Operations Team Lead

Alma

Alma

Customer Service, Operations
Lille, France
Posted on Friday, December 23, 2022

Job Description

The Operations team is responsible for setting up and managing the processes to provide merchants and customers with the best payment experience in several installments.

Concretely, this means:

  • Provide customer and merchant support: we are there to support them in using Alma, and their feedback allows us to improve the product;
  • Manage debt collection actions from A to Z: our role is to minimize the rate of delay and default to guarantee the company's margin;
  • Take charge of the on-boarding of new merchants, and ensure that they can install the Alma solution as quickly and easily as possible.

We offer you a role at the heart of Alma's operational reactor. You will have the following responsibilities:

  • Take in charge the requests of consumers and merchants requiring in-depth analysis by email and telephone, and guide them in the use of our payment solution
  • Interact with internal and external contacts to respond to their requests and provide the best support experience
  • Understand and anticipate their needs to improve our processes and tools
  • Participate in the upgrading of newcomers' skills in a context of strong growth

As a Customer Care Officer, your impact on the business will be immediate and tangible : your actions will make our customers and merchants happy on a daily basis.

ABOUT YOU

Alma is the right fit for you if you are:

  • Dutch speakers : you also have a good level of English
  • Open and friendly : you know how to listen to your customers, you have easy contact and you show empathy
  • Perseverant : you don't get stuck in the face of difficulties, you know how to bounce back in the event of failure
  • Autonomous and resourceful : you know how to find a solution to each problem, without losing view of your objective
  • Rigorous and organized : you work in a methodical and structured way, you do not leave any subject untreated on the
  • Demanding and reliable side : you do not compromise on the quality of your work , and you make it a point of honor to keep your commitments
  • You ideally have a first experience in a similar role

If you wish to join a company in very strong growth and that you tick all these boxes , your place is at Alma!

ABOUT THE RECRUITMENT PROCESS

  • A first interview with Leon, Operations Manager Benelux
  • The realization of practical cases remotely
  • A team fit!