About the job
Customer Care Specialist (H/F)
CDI
Join INTESCIA GROUP, a leader in Business Intelligence in Europe!
About Us:
INTESCIA is a prominent player in data, digital solutions, and economic intelligence. We empower businesses by providing innovative solutions that enhance management, financial performance, and decision-making. With our expertise in business intelligence, strategic monitoring, and data analytics, we assist our clients in transforming information into a true growth driver.
Our Strengths:
A rapidly growing group known for its expertise and high-value solutions.
An innovation-driven culture where creativity and continuous improvement are at our core.
Passionate and committed teams working in a stimulating and collaborative environment.
Your Responsibilities:
Be a key player in the performance of the Support team and customer satisfaction.
Collect, qualify, and prioritize customer and internal requests (email, phone, chat) using SalesForce and our internal tools.
Handle and follow up on each request rigorously, adhering to our service commitments (SLA, deadlines, quality).
Escalate to Customer Success, Onboarding, Product/Tech, or Sales teams as necessary.
Support and Retain Our Clients:
Assist clients with clarity, pedagogy, and care in resolving their issues.
Encourage increased usage of our solution and identify early signs of churn.
Spot opportunities for upselling and cross-selling additional services and options.
Identify ambassador clients and contribute to the company’s outreach (reviews, testimonials…).
Ensure Operational Excellence:
Guarantee the quality and reliability of CRM data (tickets, statuses, types…).
Monitor and analyze key performance indicators (QS, response times, resolution rates, CSAT…) to generate value for our clients and enhance internal visibility.
Contribute to Continuous Improvement and Product Development:
Report bugs and propose improvement suggestions: you are the voice of the customer and a true partner for the Product teams.

