Customer Support Specialist - CDD 6 months

Join the Joivy Adventure: The Art of Living (and Working) the European Way!

Joivy is more than a real estate platform: it is Europe's first residential ecosystem designed to accompany every stage of life. From coliving with meticulous design to vacation rental getaways, including student housing or inspiring coworking spaces, we create places where you immediately feel at home.

An innovative ecosystem for all needs Joivy is the strategic alliance of pioneers such as DoveVivo, Altido, Chez-Nestor, and Open. Together, we are redefining market standards:

• For our residents: Flexible offerings (shared apartments, studios, villas) for stays of all durations, driven by a seamless digital experience.

• For our partners: Premium support for property owners and investors, from asset management to real estate transformation using artificial intelligence and cutting-edge analytical tools.

The Joivy Adventure in Key Figures:

• Unique Expertise: 450 passionate talents from over 30 nationalities (average age of 32).

• XXL Presence: 50 destinations across 7 countries (Italy, Spain, France, Portugal, UK, Luxembourg, and Bulgaria).

• Global Reach: Nearly 2,000 owners supported and over 150,000 satisfied users.

Within the Customer Care team, your objective is to maximize customer satisfaction. You are the primary point of contact for clients throughout their journey, from the day of their booking until the refund of their security deposit after their departure. You assist clients with all their issues, whether administrative or financial, including apartment maintenance. Language proficiency is essential, as a significant portion of our clients are international. The majority of the team is based in Lyon, with one person based in Paris, and we operate remotely across all our French cities.

Your Missions:

• Manage the relationship and support the client remotely via Zendesk throughout their coliving experience, from move-in to move-out: drafting the lease, verifying documents, organizing move-in (check-in) and move-out (check-out) inventories, comparing inventories, refunding security deposits.

• Create the digital client file and update it throughout their journey.

• Manage conflicts remotely between colivers (flatmates) and client disputes, in the best interest of the company and the client.

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

• Resolve technical issues (payment, client account access, etc.) encountered by the client by mobilizing company resources.

• Qualify, transmit, and internally monitor the execution of technical interventions in apartments, and inform the client. Ensure follow-up with tenants regarding ongoing or upcoming interventions.

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

• Contribute to the improvement of Customer Happiness practices and processes to increase customer satisfaction and optimize operational costs for coliving properties: report bugs to the technical team, improve workflows, digitize processes, etc.

Your profile stands out due to:

• Graduated in management, business, or customer relations, you ideally have previous successful experience in the real estate sector (rental management, transactions, or property management).

• You are an exceptional communicator. You can combine empathy, clarity, and firmness to build trust while defending the interests of Joivy and its partners.

• A true "digital native," you master modern collaborative tools (like Zendesk, CRM) and are perfectly comfortable with hybrid or remote working modes.

• You are not content with managing the existing. Your proactivity and analytical skills drive you to identify areas for improvement and propose innovative solutions to optimize our processes.

Because we know that our experts are our greatest asset, we offer you a stimulating work environment:

• Join a close-knit and highly motivated community to tackle collective challenges!

• We never get bored here! Between our after-work events, our memorable Easter egg hunts, or our essential Tuesday breakfasts, conviviality is sacred.

• High-performance health insurance from Swisslife with strong guarantees to take care of you and your loved ones.

• Meal vouchers of €9/day (via Edenred card), with 50% coverage of your transportation pass.

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