Customer Care Specialist

Certeurope, a subsidiary of the Italian Infocert Group, is the leading French certification authority. Currently undergoing a major transformation, we offer a complete range of solutions for the digitalization of business processes: electronic signature platform, customer onboarding and KYC (Know Your Customer) but also PKI (Public Key Infrastructures) solutions. In a context where remote work is becoming more and more popular and the limitation of travel is a necessity for everyone, we seek to offer solutions that allow companies to transform their organizations.

In this context, we are looking to strengthen our finance team by recruiting a Customer Care specialist.

Role Description

This is a full-time role for a Customer Care Specialist based in Paris, with flexibility for some remote work. See below the main missions:

Customer Support and Relationship Management

• Provide technical and functional support to customers' end-users of our digital solutions (mostly digital certificates & electronic signature).
• Handle customer inquiries via multiple channels (phone, email, and ticketing system).
• Build and maintain strong relationships with key customers to ensure customer satisfaction and retention.

Issue Resolution and Escalation Management

• Diagnose and resolve customer issues in implementing or using our services
• Escalate complex technical issues to appropriate internal teams (Engineering, Security, IT Production).
• Follow up on escalated cases to ensure timely resolution and customer communication.

Customer Delivery & Onboarding

• Operate the delivery of digital solutions to new and existing customers, in relationship with internal / group delivery & technical teams.
• Guide new customers through the onboarding process for our digital solutions.
• Provide training and documentation to ensure smooth solution adoption.
• Create and maintain user guides, FAQ resources, and Chatbot resources.

Incident Management and Crisis Response

• Participate in incident detection, root cause analysis and resolution activities, in relationship with other teams (IT Production, Security, Engineering)
• Ensure customer communication during incidents, providing regular updates on resolution progress.
• Write and send incident reports and documentation.
• Participate in post-incident reviews to identify improvement opportunities and prevent recurrence.

Process Improvement and Quality Assurance

• Contribute to the continuous improvement of customer delivery & support processes and procedures.
• Maintain accurate records of customer interactions and issue resolution in the CRM (Salesforce)
• Participate in quality assurance initiatives to ensure consistent service delivery.

Compliance and Security

• Ensure customer data protection and confidentiality in all interactions (GDPR).
• Consider working in a highly secure and demanding environment (eIDAS, ISO27001)
• Support customers in understanding security features and best practices.

Reporting and Analytics

• Adjust and enhance customer data management
• Create and maintain reports on various tools (CRM, Monitoring, BI )
• Contribute to Customer Care KPI reports

Soft skills

• Excellent analytical and problem-solving skills
• Excellent pedagogy, communication and interpersonal skills
• Ability to work in a complex environment
• Ability to work independently and as part of a team
• Fluency in French and English (Italian is a plus)

What will you find at CertEurope?

• Offices in the center of Paris
• A friendly working environment and a benevolent atmosphere
• An international environment, being part of an Italian group