Customer Support Officer F/H - Tunis

Cenareo is the MarTech that puts its expertise in digital signage, smart videos management and screen fleet management at the service of high-impact campaigns. Cenareo supports companies in deploying their customer-shopper and/or employee engagement strategy, enabling them to become their own media. Thanks to its large-scale screen fleet management solution, Cenareo gives companies control over their content, offering national campaign management with the possibility of local intervention and personalization. In 2023, EasyMovie joins Cenareo, giving it a unique positioning by adding video content creation to its range of expertise.

Founded in 2012, we have an exceptional team of 70+ experts located in Paris, Tunis, New-York and Toulouse, our solution is used in 30+ countries, Serving 500+ clients in EMEA & USA. Our global ARR is 7M€.
Among major clients: Celio, St Gobain, Accor, Boulanger, Fitness Park, Volvo, Etam, Engie, Axa

Culture of our company :
Our culture is ultra strong and oriented around:
● The feedback culture (tell people what is wrong to help them improve, tell people what is well done to celebrate successes)
● The customer obsession (we don’t want to be solution provider, we want to team up with our customers and are eager to better understand how they are using our solutions to improve it and help them achieve better results
● The performance mindset (we are always looking for being better individuals and achieving better results) for our team but also through our solutions
● The physical culture (of course remote-work is offered to every employee, but we are looking for individual that want to physically take part in If you want to learn more, you can listen to this podcast with our CEO

What we offer
Hybrid working mode, you can work 3 days at home if you want
2 weeks dedicated to our onboarding program
Team building & Company events
High-quality office spaces supporting collaboration, health and wellbeing

About the role and the team
As a Customer Support Officer, you help our customer unlock the full potential of Cenareo’s platforms.
You are dedicated to providing the best possible customer support to our clients via email, live chat or phone.
Our team works cross-functionally with Product and CS teams to deliver a unified and world-class customer experience.

Your mission at Cenareo

CUSTOMER SUPPORT : 60%

• You fulfil customer requests, demonstrating professionalism, empathy, and you know when to escalate

• You are engaged with customers and support them troubleshooting issues

• More precisely, your mission will consist at:

• Respond to requests from our customers

• Interact with them by phone, email, etc.

• Provide them with explanations on the use of our products

• Gather information and do live tests with them in case of technical issues/misunderstandings

• Ensure follow-ups when technical issues are raised

• You work closely with the Product and Customer Success teams to address customer needs and concerns

• You will be the “voice of the customer” within the company

• Report technical issues internally for resolution

• Inform and know how to categorize each customer request in our tools

PRODUCT KNOWLEDGE : 20%

• You stay informed about product updates, features...

• You educate customers about product usage, benefits, and features to enhance their experience

• Be proactive in improving our products

FEEDBACK AND IMPROVEMENT : 10%

• You gather customer feedback and report common issues

• You suggest improvements to enhance the overall customer experience based on feedback and personal observations.

• You develop relationships with customers and identify opportunities to improve support

DOCUMENTATION AND REPORTING : 10%

• You help us grow our library of content and optimize our support documentation to improve efficiency

Your qualifications, experience, knowledge, skills

• You have a genuine interest in the customer, by being customer-centric. You want to provide the best experience for our users and will serve as the go-to person for their queries. Their success is your success.

• You have at least 2 years of proven experience as a Client Support officer, Customer Care or similar, ideally in a software company

• IT and network knowledge or experience would be a great help, as we also have hardware components in our product

• You have excellent communication skills. You’re able to explain complex things easily, via our live chat, email or phone.

• You have an excellent sense of relationship with real listening skills and oral fluency

• You have an excellent command of the French and English language

• You are Solution oriented. You analyze customer queries and investigative way to be able to solve their issues seamlessly or escalate as needed.

• You love teamwork. You have an experience with managing relationships with both internal teams and externally.

• You are Product focus. You love working with software products and have a natural aptitude to learning new tools fast. Ideally, you have worked with ticketing systems

• You are cool under pressure, adept at handling the unexpected

• You are proactive, structured and independent

• You know and like to manage many subjects simultaneously by prioritizing

• You're a highly motivated self-starter who wants to make valuable contributions to our Support team from Day One

• You agree to work some shift schedules (1pm - 21pm Tunis time)

Why this job is great !

• It brings you rhythm and adrenaline, you will live at the heart of an amazing team

• Autonomy, impact on our business and meeting real challenges are part of your daily life

• You will join a cast of wonderful people, passionate and always keen to play and share good moments

Recruitment process

• Screening interview with the Talent Acquisition Manager

• Interview with the Head of Delivery

• Interview with peers

• Interview with the Head of HR