Customer Care Specialist

2 semanas atrás


Lisboa, Portugal Vroomly Tempo inteiro

Vroomly c’est la plateforme tout-en-un qui **révolutionne l’expérience de l’entretien auto** pour la rendre simple et fiable. On permet aux automobilistes de comparer les garages près de chez eux en fonction du prix, des avis et de la disponibilité puis de prendre rendez-vous directement en ligne après avoir obtenu un devis précis. Pour les garagistes, notre solution Vroomly Pro permet de gérer et d’optimiser leur business de A à Z : rendez-vous, achat de pièces, devis et factureet ce n’est que le début

Fondé en 2017, Vroomly dépasse les **2M de visiteurs par mois**, et accompagne plus de **6000 garages au quotidien**, grâce à une équipe qui vient d’atteindre le cap des **100 collaborateurs**

Dans les prochains mois, on prépare des évolutions majeures de notre offre, et on met les bouchées double sur le recrutement pour préparer le **lancement à l’international**

Partant.e pour l’aventure ?

**Descriptif du poste**:
Au sein de l’équipe **Customer Care B2B**, tu seras chargé.e. d’assurer la **meilleure expérience à nos clients** (des garagistes) sur l’utilisation de nos deux solutions:

- **Notre solution B2C (un comparateur de garages en ligne)** qui permet:

- à nos garages partenaires de développer leur visibilité, leur nombre de rendez-vous et donc d’augmenter leur chiffre d’affaires
- aux automobilistes de réserver une prestation chez un garage en fonction du prix, de la localisation et des avis.
- **Notre solution B2B**: qui permet aux garagistes de se fournir en pièces détachées, outillages et consommables dans les meilleures conditions d’achat. Nous proposons pour cela plus de **500 000 références** sur notre plateforme

**Tes missions seront**:

- **Accompagner nos clients** par téléphone ou par mail dans la résolution de problèmes liés aux commandes ou à la livraison de pièces détachées en apportant des solutions claires et rapides.
- **Confirmer avec les garagistes** les prix ainsi que les créneaux des prestations réservées par les automobilistes sur notre plateforme.
- Apporter un support aux garages dans le retour des pièces détachés : suivre le statut des retours, gérer les réclamations liées à un retour en cours ou effectué.
- **Identifier les problèmes récurrents** pour les faire remonter à notre équipe tech ou produit afin qu’ils améliorent constamment nos plateformes et auprès de nos équipes achat et ops pour améliorer les process.
- **Travailler avec notre équipe d’Account Manager** pour assurer le meilleur suivi auprès de nos garages

**Tu es notre pépite si**:

- Tu sais et tu aimes **travailler dans l’urgence** et sur plusieurs sujets en même temps Tu sais prioriser les tâches urgentes
- La **proximité** est une des valeurs de Vroomly, et il faut la faire vivre avec nos clients, tu sais donc créer du lien avec tes interlocuteurs, grâce à ton relationnel et ton empathie
- Tu aimes prendre des initiatives. C’est d’autant plus important car c’est un poste qui demande de trouver des solutions rapidement
- Tes interlocuteurs tant en interne qu’en externe sont variés, tu as l'**esprit d'équipe** Tu fais preuve d’une rigueur à toute épreuve et tu aimes le travail bien fait

**Process de recrutement**:

- Call avec Margaux (TAS)
- Echange de fit avec Laura (Head of Care)
- Echange de mise en situation avec Morgan et Arthur (Team Lead)

**Hey Tu te demandes toujours pourquoi Vroomly est la meilleure boîte tech du monde ?**:
**Une vraie culture d'entreprise avec l'humain comme préoccupation #1**:

- **Proximité** : on reste toujours bienveillants, simples, accessibles et francs en toutes circonstances.
- **Transparence** : Par exemple, nous avons une grille des salaires transparente, où chaque membre de la Vroomteam a accès à l’ensemble des niveaux de salaires (co-fondateurs y compris)
- **Un super environnement de travail** : des nouveaux bureaux aménagés pour le confort de la Vroomteam, du café & du thé, des fruits, du super matériel (des macs, des casques etc..).
- **Benefits** : Deux jours de télétravail après la validation de ta période d’essai, des codes promos Vroomly, achat de livres illimité (oui, tu as bien lu ), ticket restau, mutuelle etc
- **Un accompagnement pour trouver un logement** : nous avons un partenariat avec une agence immobilière qui se charge de trouver un appartement pour nos collaborateurs qui ne vivent pas déjà à Lisbonne. Et nous prenons aussi en charge les frais d’agence
- **Vie d’équipe** : une Vroomnight tous les 3 mois (3 personnes de la team choisissent une activité à laquelle toute la Vroomteam participe) & nous partons en offsite 1 fois par an

**Une vraie progression dans ta carrière**:

- **Un onboarding **préparé aux petits oignons : présentation de chaque équipe, des “vis ma vie”, et de la formation sur ton métier pour te donner les clefs du succès dès le début
- Un **management


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