About the job
Join Our Team!
At Joivy, we are revolutionizing the residential market in Europe with our innovative platform that offers a diverse range of living spaces, including coliving, vacation rentals, student housing, multifamily options, and coworking spaces. Our mission is to enhance the real estate experience for both users and property owners through comprehensive property management, asset management, and marketing services.
With a dedicated workforce of 400 employees across 50 locations in 6 countries (Italy, Spain, France, Portugal, UK, and Bulgaria), Joivy brings together the expertise of DoveVivo, DoveVivo Campus, ALTIDO, Chez-Nestor, and Open. Our commitment to innovation ensures we are at the forefront of the European residential market, complemented by Joivy Invest, our dedicated business unit for real estate investments.
As a Customer Support Specialist, your primary goal will be to enhance customer satisfaction throughout their journey with us. You will serve as the main point of contact for clients from the moment they make a booking until their deposit is refunded post-departure. This role requires you to assist clients with a variety of inquiries, including administrative, financial, and maintenance issues. Given the international clientele we serve, fluency in multiple languages is essential. Most of our team operates from Lyon, with a small remote presence in Paris and across our cities in France.
Your Responsibilities:
Welcome and support clients remotely via Zendesk throughout their coliving journey, managing tasks such as lease edits, document verification, check-in/check-out arrangements, condition report comparisons, and deposit refunds.
Create and maintain digital client files throughout their lifecycle.
Address and resolve conflicts between colivers and disputes with clients, always prioritizing the best interests of both parties.
Collect unpaid rent and various fees from clients using email and phone communications.
Resolve technical issues related to payments and client account access by coordinating with company resources.
Manage and follow up on technical interventions in apartments, ensuring clients are informed about progress.
Respond to client inquiries and requests via email, chat, or WhatsApp within established timeframes.
Contribute to enhancing customer satisfaction by improving processes and identifying areas for optimization, such as reporting technical issues and streamlining workflows.

