Customer Experience Representative

il y a 2 jours

Brussels, Belgique Malt Temps plein

Malt is the fastest-growing European marketplace connecting over 340 000 freelancers with more than 40 000 clients in search of talent to contribute to their projects. Our marketplace provides a simple and secure one-stop shop for all the administrative, legal, and payment processes involved in freelancing.

Founded in 2013 by serial entrepreneur Vincent Huguet and tech freelancer Hugo Lassiège, our European scale-up aims to revolutionise the world of work by creating a community in which everyone is free to choose the best people to work with.

We are a tech company with a human approach:

- Over 330 Malters sharing one culture
- Offices in France, Germany, Spain, Belgium and the Netherlands
- Committed to equality and diversity (50% women/men parity of Malt Leaders)
- 112 M € raised with ISAI, Serena, Eurazeo Growth & Goldman Sachs
- Twice recognised by LinkedIn as one of the best start-ups to work at

Join us and become part of the
**#NewWorkOrder**

As a
**Customer Experience Representative** you will be in charge of improving the user experience, of both customers and freelancers, through all channels (phone, mail, chat...).

Because Malt grows very quickly and the quality of the customer relationship is essential to our success, we are looking for resourcefulness, curiosity, problem-solving skills and a foolproof mindset You will improve the service excellence of Malt and will be required to work with international teams as part of our growth in Europe.

You will report directly to the Head of Customer Care and the local stakeholders in both Belgium and the Netherlands. You will be based in Brussels but will also work for (and regularly visit) our Amsterdam office.

**Your missions**:

- Take charge of user's requests & improve our marketplace and the user experience
- Manage complex cases on compliance, payments, invoicing, etc.
- Participate in centralizing the feedbacks from our users, and help defining the improvements needed with our Product team
- You turn your experience in expertise and feed our knowledge base and external FAQ
- Take a step back to analyse user expectations and communicate them in a structured way to the product team and prioritise future Malt functionalities
- Be at the heart of the product, become the expert on our platform and identify points frequently raised to customer service and suggest improvements for issues resolution towards our developers
- The team’s 360° knowledge and expertise is beneficial to all teams at Malt and you participate in building efficient internal support flows
- Carry out marketing and/or satisfaction studies with our members. User experience is the key to success at Malt It turns a problem into a Wow-effect and turns a dissatisfied customer into a great ambassador

**Your profile**:

- Able to work in 3 languages: Dutch, French and English
- Experience in start-up/scale-up environments is a big plus
- Rigorous, organized and able to navigate through complexity
- Very good communication skills, especially written, and a high level of empathy
- An autonomous problem-solver
- Ability to work cross-functionally with product, marketing, communication, sales and operations teams

**_Life at Malt -_**
- One week of onboarding in the Paris headquarters at your arrival - Learn about our culture and product before diving into your new role in your team
- Home office - flexible policy
- Annual off-sites : Les Arcs, Amsterdam, SpainWhat’s next ?

**_
Benefits -_**
- Malt sabbatical - Every malter with a three year seniority can benefit from one month sabbatical leave
- Every malter is entitled to stock options (BSPCE)
- 100% transport indemnity - up to 49€
- Lunch vouchers - Monizze, 8€/day
- Home office allowance - 154€ for home office and internet
- Premium healthcare coverage
- #LI-HYBRID_

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