Customer Experience Specialist - Product Expert (H/F)
On-siteIssy-les-Moulineaux, Île-de-France, France
Job Summary
Manage escalated customer tickets and communicate directly with clients as the third level of support for specialized health products. Analyze emerging issues and customer dissatisfaction to prioritize internal subject tracking and drive product roadmap adjustments. Establish and distribute product-specific reporting while maintaining constant awareness for Product, Design, and Marketing teams. Optimize support processes and launch initiatives to reduce contact and escalation rates through content creation and chatbot integration. Prioritize empathy and data-driven logic to resolve delicate situations autonomously.
Required Qualifications
- At least 1 year of experience within a customer service department
- Very good communication qualities in French and English (C1 minimum)
- Strong interest in personalization and adaptation of discourse to its target
- Demonstrated empathy
- Ability to put oneself in the place of different users
- Ability to work autonomously
- Good time management
- Polyvalence and enjoyment of client contact, even for resolving delicate situations
- Rigorousness and very great attention to details
- Logical mind and data orientation
Desired Qualifications
- Master of German
- Interest in the tech and/or health sectors
- Experience with product teams / working transversally
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