Customer Care Representative - Berlin, Deutschland - Malt

Malt

Geprüftes Unternehmen

Berlin, Deutschland

vor 3 Wochen

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

Discover our galaxy

Malt was founded in 2013 and, since then, we have managed to become the fastest growing freelance marketplace in Europe, gathering a community of 700k+freelancers, 70k+ companies, and 700+ Malters.

We've built the industry's leading freelance management solution — all on a powerful, data driven tech platform — to match companies with the right freelance talent.

But we're more than just a connector. Our marketplace streamlines freelancer-client communications, simplifies administrative and legal tasks, expedites invoicing and payments, and so much more.

It's all about giving both freelancers and companies added peace of mind, so that every experience on Malt is nothing less than (inter)stellar.

Today, our company is growing fast We need people like you to help us write this next chapter.

We are a tech company with a human approach

Strong company culture fueled by 700+ Malters from 40 countries
Offices in France, Germany, Spain, Belgium, United Kingdom, the Netherlands and the Middle East
Committed to equality and diversity (50% of people managers are women)
Strong career path policies allowing all Malters to develop and grow equally
Backed by renowned investors including ISAI, Eurazeo Growth, Goldman Sachs and BPI France
Recognized twice by LinkedIn as one of the best startups to work at

Explore your future career
As a

Customer Experience Representative, you'll be in charge of improving the experience of all users, both customers and freelancers, across all channels (phone, mail, chat...).Because Malt is growing fast and the quality of our customer care service is essential to our success, we expect you to be resourceful, curious, and a problem solver

Reporting to the Freelancer Department Manager, you will improve Malt's service excellence and work with international teams as part of our growth in Europe.

Key responsibilities :

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The Challenge

Handle user requests about Malt marketplace :

Be the point of contact for handling issues freelancers and remain always solution oriented to improve user satisfaction
Autonomously manage an impactful project for the freelancer community every quarter (FAQ articles management, Product knowledge expert, NPS analysis...)

Improve the platform and user experience ‍:

Take a step back to analyze user feedback and communicate it in a structured way to the product team, prioritizing future Malt functionalities.
Be at the heart of the product, become the expert on our platform. Identify points frequently raised with customer service and suggest improvements.
Champion the needs and requirements of the freelancers community to the global product, and work hand in hand with the finance operation, product team,global community team )

User experience is the key to Malt's success It allows us to transform a problem into a WOW effect, and to turn a dissatisfied customer into a super ambassador
About you ‍:

With a first experience in a similar position, you're ambitious and would like to evolve within an international scale-up and take part in its development
Organized, rigorous and reliable: you manage operational tasks from A to Z in an autonomous way, inbox zero is actually your daily objective
You show a high level of professionalism in your oral and written exchanges as you will be frontline with our community of freelancers and clients
At ease with ticketing, team player and performanceoriented

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Fully fluent German and English speaker

How to join the mission?:

Screening with Aurélia, our Talent Acquisition Specialist, to better understand your background, aspirations and answer your questions minutes)
Interview with Mona (our German Customer Care Representative) to discuss your experience and the role in more detail minutes)
A business case and interview with Sarah, Customer Care Team Manager, to evaluate your skills
Final interview with Marc, (Director of Freelance Performance), to discuss Malt's long term vision minutes)

Life on planet Malt is the perfect space to thrive personally and professionally
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Onboarding:Before easing into your new role, you'll spend your first week learning about our culture, products, and services with other onboardees at our office in Paris

30 days of
vacation per year

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Employee Stock Options so you can profit from the business as we grow it
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Malt sabbatical:After three years, every Malter is entitled to a one month paid sabbatical leave.
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Free books: If you're interested in learning more about any topic relevant to Malt's business, just tell us the books you'd like to read, and we'll order them for you—without any questions asked or approval processes to follow.
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Annual team building events

**Ready? Get your ticket to Malt