Stage - Customer Care & satisfaction - Paris

Work study
Internship
Paris, France
Social
Occasional remote authorized
1 yrs of exp.
Posted on 11-29-2022
Start : décembre 2022
This job is no longer available.

Colette Club

Créer du lien social entre les générations à travers la cohabitation intergénérationnelle et améliorer le quotidien des séniors à travers le club d'activités communautaire.

More informations
  • Website
  • Company
  • Between 15 and 50 persons
  • Social
Impact study
Colette Club not measure the impact.
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I. Job description

You will work hand in hand with the person in charge of Care & Satisfaction at Colette. Your tasks will concern 3 main axes in order to support our community :

1. CUSTOMER CARE

Deal with all incoming requests from our members via the different communication channels used :

  • Aircall : centralizes all inbound calls from our members and prospects
  • Front : centralizes all incoming emails. Your mission will be to reply to each inbound request and assign each email to team members
  • Chatbot via our website
  • Whatsapp

🎯 Your main KPIs :

  • Inbox 0 at the end of the day on each communication channel

2. CUSTOMER SUCCESS

Follow up carefully all move ins and move outs are going well :

  • Check-out : follow-up call one month before the booking end date
  • Send our move-out guide via Whatsapp in order to anticipate questions

Follow up carefully all active house-sharing during the co-living :

  • Contact regularly all matches during their co-living experience to make sure everything is going well and encourage them to extend their booking
  • Surveys monitoring : call back each match in case of a negative comment to try to find a solution
  • Select and publish hosts and guests reviews on their profile

🎯 Your main KPIs :

  • All matches that are expected to end during the following month have to be contacted
  • All matches in co-living have to be contacted at least once each month by text or call
  • All reviews must be double-checked every month

3. CUSTOMER EXPERIENCE

We want customers to repeat their Colette experience as long as possible and share the best word of mouth around them :

  • Reach all matches in order to receive 100% surveys responses from hosts and guests (sent at the beginning and end of each house-share)
  • Reach the maximum of Google Reviews from hosts and guests

🎯 Your main KPIs :

  • 100% surveys responses
  • At least 5 positive Google Reviews published each month
Profile

You are the ideal person if you :

  • care for people and like helping others remotely
  • are empathetic while knowing how to step back from the situation
  • are calm, tactful, organized and multitask
  • is familiar with new technologies
  • is comfortable with people from an older generation
  • has an entrepreneurial mindset : there’s no issues, only solutions !
  • has very good speaking and writing skills in both french and english : you’re not afraid to pick up the phone and communicate clearly, concisely and rigorously

Educational background :

  • High level of English
  • Business School or University