Customer Support Specialist - CDD (h/f)

Our Group

Joivy is the first comprehensive residential platform in Europe offering a wide range of living spaces to its users: coliving, vacation rentals, student housing, multifamily and coworking. We also support property owners and investors with a complete range of services to enhance their real estate assets: property management, asset management and marketing strategies.

Joivy has 400 employees (average age 32 and over 30 countries of origin), 50 destinations, and 7 countries (Italy, Spain, France, Portugal, UK, Luxembourg and Bulgaria).

Joivy combines the unique experience of DoveVivo, DoveVivo Campus, ALTIDO, Chez-Nestor  and Open with the goal of enthusiastically innovating the European residential market. It also includes the brands Joivy Renew, specialized in home renovation and turnkey furniture sales, and Joivy Invest, a Business Unit focused on real estate investments.

Within the Customer Care team, your goal is to maximize customer satisfaction. You are the primary point of contact for clients throughout the entire customer lifecycle, from the day of their booking until the refund of their deposit after their departure. You assist clients with all their issues, from administrative to financial, including the maintenance of their apartment. Proficiency in languages is essential as a significant proportion of our clients are international. The majority of the team is based in Lyon, with the exception of one person who is based in Paris, and we operate remotely across all our cities in France.

Your Missions:

• Welcome, manage the relationship, and support the client remotely via Zendesk throughout their coliving experience, from entry to exit of the accommodation: edit the lease, check documents, organize check-in, organize check-out, compare condition reports, refund deposits.

• Create the digital client file and update it throughout the customer lifecycle.

• Handle any conflicts between colivers and client disputes remotely in the best interest of the company and the client.

• Collect unpaid rent and various fees from clients via email and phone.

• Solve technical problems (payment, access to the client account, etc.) encountered by the client by mobilizing the company's resources.

• Qualify, transmit, and internally follow up on the execution of technical interventions in the apartments and inform the client. Follow up with tenants on ongoing or upcoming interventions.

• Qualify and respond to various client needs and requests via email, chat, or WhatsApp within the timeframes defined by the company.

• Contribute to improving Customer Happiness practices and processes to increase customer satisfaction and optimize the operating costs of coliving accommodations: report bugs to the technical team, improve workflows, digitize processes, etc.

Your Profile

You have a background in management, business, or customer relations, and you are passionate about customer satisfaction. You are fluent in French and English, which allows you to effectively support an international clientele (proficiency in a third language is a plus).

You possess excellent interpersonal skills and can communicate clearly, both in writing and verbally, to resolve client issues. You are comfortable with digital tools (such as Zendesk) and remote work environments.

You are proactive, solution-oriented, and eager to propose improvements to internal practices.

Benefits

• Close-knit and motivated teams working towards common goals!

• A strong company culture, fostered through high-quality events (such as our monthly gatherings and events organized throughout the year).

• €9/day in meal vouchers (Edenred+ card).

• Two days of remote work per week.

• The best health coverage for our employees through a comprehensive insurance plan.

• And awesome nerf battles!

Disclaimer: At Joivy, we celebrate Diversity, Inclusion, Equity, and Belonging. Therefore, the entire selection process will be conducted in compliance with these criteria. By submitting your application, you confirm that you have read and agreed to our Candidate Privacy Policy, which you can find here: https://www.joivy.com/it/business/privacy-policy-candidati/