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About GRACE:

Based in Paris, we're a start-up working in partnership with luxury brands to offer their customers a service covering theft and loss of their pieces.

As pioneers in our field, we offer a revolutionary solution to luxury houses aimed at enhancing client relationships. Our commitment is to alleviate anxiety and cultivate greater loyalty by safeguarding the most precious assets against theft and damage through a unique model.

Job Summary:

GRACE is seeking a dynamic Client Operations Specialist, fluent in German, English, and French, for a 6-month fixed-term contract could lead to a permanent position.

This role is not just about customer care; it's about becoming a GRACE ambassador. You will hold significant responsibilities, delivering an exceptional customer experience that mirrors the excellence of our partner brands. As part of our team, you will play a crucial role in handling client operations. Don't worry if you're new to these tasks. We offer thorough training to ensure your success in this role.

Main Responsibilities:

Customer Care

In a vibrant, multilingual environment, you will be the primary contact for our customers. Your key responsibilities include:

• Maintaining high-quality relationships with both our clients and the sales advisors of our luxury brand partners.
• Assisting customers who reach out to GRACE Customer Care, providing guidance, and ensuring they receive a seamless omnichannel experience.
• Implementing procedures with a strong focus on service: handling ownership transfers, incident declarations, technical assistance, and addressing dissatisfactions.
• Logging and qualifying customer interactions in Zendesk.
• Escalating recurring issues (such as technical bugs or process inefficiencies) and sharing customer feedback.

Customers operations

Your key responsibilities will include:

• Performing and recording client operations: reporting incidents (loss or theft) and transferring ownership of clients' personal goods.
• Requesting missing information from clients as needed.
• Assessing cases and ensuring follow-up with clients and relevant entities.
• Provide overall support to the GRACE teams with additional tasks and missions.

Job Requirements:

• Self-driven and well-organized, with a strong desire to grow within the company.
• Possess a natural sense of empathy and kindness, always prioritizing customer satisfaction.
• Excellent interpersonal communication skills.
• Fluency in German and English, both verbal and written.
• Proficiency in standard office software.
• Ideally, previous experience in the hospitality, retail, or insurance sectors, or a related background.
• Experience working with a diverse, international clientele is a plus.

Working Conditions:

Working Days: Monday to Saturday, with Sunday and one additional day off during the week.

Fixed-Term Contract: 39 hours per week

Next Steps:

Send us an email with your CV and a brief introduction about yourself and your motivations. We eagerly anticipate connecting with you !

An initial interview with the Head of Customer Experience followed by a second interview with one of the company's founders.