Alternance - Customer Care Representative - Client Relationship Officer

Our "Care" (or customer service) department is composed of 3 teams:

1. The Account Manager team, which supports co-ownerships in the long term on the cooperative model and helps them with their complex issues,

2. The Customer Onboarding team: which organizes the transition phase, sets up the client space, manages accounting takeover, and guides the client in their new role as trustee.

3. The Customer Care Representative team (15 people): responsible for supporting and ensuring customer satisfaction throughout their use of the Matera platform and for responding to all customer's occasional issues on various topics such as law, accounting, works, platform usage, etc. This is the team you will join.

This department is central at Matera and requires good communication and synchronization with the Sales teams, and the teams of legal, works, accounting experts, etc., in order to guarantee optimal customer satisfaction!

Specifically, your missions are as follows:

• Answer customer questions on cross-cutting issues, both on platform usage and on the day-to-day and accounting management of their co-ownership (of course, we will train you on these subjects beforehand),

• Train and educate customers on the product,

• Provide customers with all the knowledge they need (videos, articles, contextual help...)

• Support customers in opening a bank account,

• Manage our customers' mail.

Onboarding and skill development:

Your integration journey begins with two weeks of meetings with all our teams to understand how we are organized internally and our vision.

As a member of the Care department, you will join the "Care Academy": you will first be supported in understanding our product, market, and in acquiring knowledge related to co-ownership trusteeship and real estate. Then, you will learn customer relationship management techniques.

Benefits

The perks:

• 2 weeks of onboarding to introduce you to the world of co-ownership and how Matera works

• Weekly follow-up by your Manager

• Swile card - 50% covered

• Access to the Leeto platform to access discounted activities through the Works Council

• Responsible Commute Time (TTR): 1 additional day of leave per year, divisible into 2 half-days and paid as paid leave, to encourage the choice of responsible transportation methods

• Menstrual leave: 1 additional paid day of leave per month, to better manage painful periods

The legal basis:

• 25 paid holidays

• Remuneration: Syntec Grid

• 50% coverage of transportation costs

• A computer and equipment will be provided

Practical information:

• Location: Paris 10

• Remote work: Occasional upon manager's approval

• Contract type: 1 year / 2 years - start date: October 2027

• Required schedule: 4 days in the company / 1 day in training or 3 weeks / 1 week

To apply, you don't need to be an expert in real estate or co-ownership trustee matters; we have an integration program that will teach you the basics.

Ideally:

• You have good interpersonal skills and are comfortable writing emails,

• You are rigorous and impeccable with spelling,

• You enjoy finding solutions for your clients,

• You know how to be autonomous and take initiative,

• You are curious

Interview process:

1️⃣ First phone interview of 20 to 30 minutes with our recruiter

2️⃣ Meeting with 2 members of your team for a practical exercise (40 minutes via video call)
3️⃣ Reference check

4️⃣ Offer

Good to know:
🕑 We strive to provide feedback on your application as quickly as possible (within one week). Whether the feedback is positive or negative, you will receive an email from us - remember to check your spam folder just in case.
☝️ Please note that at Matera, we guarantee equal opportunities and diversity, which is why all our positions are open to people with disabilities; only skills and motivation make the difference!
🙋‍♂️ If you require special accommodations to undergo interviews under the best conditions, you can indicate this when applying and inform the Recruitment team.