Customer Account Specialist

Pluxee Customer Care Role

Pluxee is a global player in employee benefits and engagement, present in 31 countries. Pluxee helps companies attract, engage, and retain talent through a wide range of solutions covering the areas of Food & Beverage, Wellness, Lifestyle, Rewards & Recognition, and Public Benefits. Leveraging cutting-edge technology and more than 5,000 committed employees, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem, comprising over 500,000 clients, 36 million consumers, and 1.7 million merchants. With more than 45 years of experience as a trusted partner, Pluxee is committed to creating a positive impact for all its stakeholders: stimulating local communities, supporting employee well-being, while protecting the planet.

Your Next Challenge

• Provide all the support and information allowing contact center agents to manage all types of interactions and incidents
• Accompany and coach agents throughout their journey to offer the best customer experience possible
• Simplify operational processes with a customer focus

What You Will Do

• Ensure that all processes and key product information are written, updated, and documented
• Collect all relevant information or results to enrich the knowledge base
• Coordinate regular training for all agents
• Ensure the integration of new agents with a tailored learning path
• Manage the follow-up of interactions carried out by agents according to an internal grid of technical and behavioral competencies
• Provide feedback and act as an internal coach for agents
• Analyze and review all operational processes related to customer interactions/incidents
• Propose a strong approach to continuous improvement and develop the appropriation by customer service agents
• Work closely with IT to develop quick solutions in operational processes
• Act as an ambassador to embed a strong culture of lean and continuous improvement within the organization

You Are The Ideal Profile

• Behavioral Skills:

  • Customer Orientation: Build strong relationships with clients and provide solutions centered on their needs
  • Favors Innovation: Create new approaches and improved solutions to ensure the success of the organization
  • Empowerment: Hold oneself and others accountable for meeting commitments
  • Effective Communication: Develop and deliver multi-channel communications that reflect a clear understanding of the specific needs of different audiences
  • Learning Agility: Learn through experimentation when solving new problems, leveraging both successes and failures
  • Favors Innovation: Create new and better ways for the organization to succeed (repetition for emphasis on key skill)

  Experiences:

  • More than 5 years of experience in Customer Care
  • Ideally previous experience as a Client Account Manager in other fields
  • More than 3 years of experience implementing a Lean approach in a B2B environment

  Education:

  • Bachelor’s and/or Master’s degree in business, economics, finance, etc. preferred

  Languages:

  • Fluent French

  Skills:

  • Effective Team Building (Competent)
  • CRM Systems (Competent)
  • Collaboration (Competent)
  • Communication (Competent)
  • Favors Innovation (Competent)
  • Data Analysis (Competent)
  • Problem Solving (Competent)
  • Process Improvement (Competent)
  • Quality Assurance (Competent)
  • Resilience (Competent)

To Meet This Challenge:

• In-person interview with HRBP
  In-person interview with Customer Care & Experience Director
  In-person interview with HR Director

Your Team:

• Customer Service

Your Location:

• Tunis

Happy At Work:

A Meaningful Job: Be part of change! Contribute to building the future of employee benefits by proposing sustainable and personalized experiences, and participate in making a real impact on millions of lives. Our business model supports not only individuals but also their local communities, by promoting local businesses and economies.

A Strong Culture: People Matter – A Lot! Join a multicultural team that moves forward together in a dynamic and innovative environment. We respect and care for our employees, we value well-being and work-life balance, new ideas… and we love to have fun!

An Empowering Environment: Be Yourself! At Pluxee, we celebrate the diversity and uniqueness of talents, fostering an inclusive workplace where all skills are recognized and where learning and development opportunities are equitable.