Customer Care Officer - Germany at Alma

Lille, Hauts-de-France, France -

Full Time

Start Date

Immediate

Expiry Date

24 May, 26

Salary

0.0

Posted On

23 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Merchant Support, Debt Collection, On-Boarding, Risk Mitigation, Multilingual Assistance, AI Powered Solutions, Quality Review, Email Communication, Phone Communication, Stakeholder Interaction, Process Improvement, Training, German Fluency, English Fluency, French Fluency

Industry

Mental Health Care

Description

Who are we? At Alma, we are convinced that trade must be well balanced to be sustainable. Because finance has a key role in business, our mission is to put it back in its rightful place : at the service of merchants and consumers! That’s why we create financial products that empower merchants to sell more, and help consumers purchase better products while never encouraging them to get over-indebted. Our tech solutions are accessible to all, easy to implement, and that eliminate purchase friction. For merchants, our instalment and deferred payment solutions are excellent ways of increasing customers' loyalty and satisfaction, as well as generating up to 20% extra sales revenues without any risk. For consumers, the purchase experience is enhanced (4.8/5 on Trustpilot) and Alma helps them handle their budget easily. They pay later, Alma pays the merchants right away. We are the leader in France, on track to win the European market on the (very) powerful Buy Now Pay Later (BNPL) industry, as we’re now processing payments in 10 European countries. Over the past 5 years, more than 16,000 active merchants have chosen Alma to be their innovative BNPL solution, and we have served over 5 million consumers. The team has grown from 2 to 300+ people, we raised a €115M series C early 2022 to help us accelerate further and Alma is already part of the French Tech 120 ranking of the most promising French technology companies. And that's only the beginning. What are we looking for ? Collective intelligence is the driving force behind Alma: we are looking for open-minded, curious, and ambitious people who want to actively participate in this exponential growth. To keep delivering an optimal purchasing experience and absolute ease of use, all teams at Alma (Tech, Product, Sales, Operations, Data, Risk, Finance, Compliance, Legal, Marketing, and People) will strengthen their staff to maintain the highest standards of quality and trust while pushing these innovations at Alma’s pace. Good to know In addition to Alma’s values (see “Our values” tab), resulting from a collective exercise of introspection, there are other great reasons to join them: Their offices are located in the 10th arrondissement of Paris and at EuraTechnologie in Lille, in bright new premises. Themed lunches are organized every month with guest speakers such as CEOs, athletes, artists, and public figures. Alma finances 100% of the health insurance (Kenko contract) for you and your family and provides you with meal vouchers (Swile). Alma offers a "Sustainable Mobility Package" (Forfait Mobilité Durable). You will benefit from a budget of €518,40 per calendar year for your home-to-work transportation. Upon your arrival, you can choose which laptop you will work with (Mac or Windows). Fresh fruits are available every Monday and Wednesday. And once a month, it’s team drinks! 🎯 About the position The position is based in Lille. Our working policy allows 2 days in remote work by week. You might be required to work on weekend if needed (twice a quarter). The Operations team (Germany) is responsible for setting up and managing the processes to provide merchants and customers with the best payment experience in several instalments. 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 mitigate their risks, and ensure that they can install the Alma solution as quickly and easily as possible. Assure assistance on multilingual scopes, with the help of AI powered solutions. Be part of our continuous improvement process by making quality review We offer a position in 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 phone, and guide them in the use of our payment solution Interact with internal and external stakeholders 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 DE, 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 fluent in GERMAN and : Fluent in English and French - Excellent level of writing in German, good level of writing in French and English (additional languages are welcome and are an asset). Have an interest in AI and process improvements through AI Open and friendly : you know how to listen to your customers, you are a good communicator and you show empathy Perseverant : you don't get stuck in front 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 Demanding and reliable: 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 and have a very strong impact, then Alma is the right place for you ! 🚀 About the recruitment process Raise your confidence about the interview : Alma - Our values Posts - Alma Recruitment process : video interview with our talent acquisition team or managers and German speaker online test and business case Interview with Team lead or / and Ops manager Team Fit

Responsibilities

Responsibilities include handling in-depth customer and merchant requests via email and phone, guiding them on payment solution usage, and interacting with internal/external stakeholders to provide optimal support. The role also involves understanding needs to improve processes, participating in continuous improvement, and upgrading newcomers' skills.