Customer CARE Specialist

The CARE Specialist plays a key role in Vista's mission to become the expert design and marketing partner for small businesses. Their role is to act as the first point of contact for our clients and offer them a personalized experience across our various communication channels (phone, email, chat, studio), regardless of the market. Beyond answering questions about our products and services, the CARE Specialist seeks to understand clients' explicit and implicit needs through active listening, curiosity, and relevant questioning. They act as a true design and marketing partner, proactively recommending the products, designs, and solutions best suited to the client's objectives. Leveraging their expertise, they guide small businesses in their choices, help them make informed decisions, and contribute to their success by offering solutions that support their growth, visibility, and business development. The CARE Specialist thus creates value in every interaction by combining product expertise, personalized advice, empathy, and excellent customer service.

Roles and responsibilities

The list of responsibilities below is not exhaustive and may be modified according to the needs of the company.

• Interacting with our clients via various communication channels such as telephone, email or chat, effectively using the digital tools at our disposal.
• Use targeted questions to identify the customer's real needs and guide them towards the most suitable products and designs.
• Develop in-depth knowledge of design, marketing and our products in order to proactively advise clients and offer them relevant alternatives.
• Providing the best solutions to our clients and contributing directly to the success of their business.
• Maintain a good knowledge of all the marketing solutions we offer our clients (flyers, business cards, disposable menus, etc.).

Main activities

• Assist customers with all their requests via the various communication channels available (telephone, chat, email and any other channel developed later).
• Handle each customer request using available resources and provide all necessary information.
• Resolve customer requests on the first contact when possible, or escalate them to the appropriate teams.
• Independently determine the relevant questions to ask in order to identify the client's explicit and implicit needs.
• To accurately diagnose customer requests and quickly provide appropriate solutions in accordance with established procedures.
• Provide regular feedback to identify customer difficulties and reduce their efforts.
• Identify the products, designs or services best suited to the needs expressed by the customer.
• To support and train clients on the use of our products and services in order to help them promote and develop their business.

Skills and qualifications sought

• Excellent oral and written communication skills in French.
• Strong interest in eCommerce, marketing, and a passion for printing and design.
• Natural curiosity and a willingness to learn continuously in order to develop expertise on products, marketing trends, design and the needs of small businesses.
• Ability to adopt a consultative stance by acting as a true design and marketing partner for clients, rather than a simple support agent.
• Ability to understand clients' business objectives, identify their explicit and implicit needs, and recommend the most suitable products, designs, and marketing solutions for their business.
• Good command of digital tools enabling support to clients across all communication channels (telephone, email, chat, etc.).

Desired Candidate Profile

Excellent oral and written communication skills in French.

Strong interest in e-commerce, marketing, and a passion for printing and design.

Natural curiosity and a desire for continuous learning to develop expertise in products, marketing trends, design, and the needs of small businesses.

Ability to adopt a consultative approach, acting as a true design and marketing partner for clients, rather than just a support agent.

Aptitude to understand clients' business objectives, identify their explicit and implicit needs, and recommend the most suitable marketing products, designs, and solutions for their business.

Good command of digital tools to assist clients across all communication channels (phone, email, chat, etc.).

Ability to show empathy and build trust, while demonstrating a sincere understanding of the client's concerns.

Ability to positively influence client decisions through personalized support and relevant recommendations.

Openness to change and the ability to remain motivated in a constantly evolving environment.

Ability to take charge of one's own professional development and work autonomously to meet job expectations.

Proactive attitude and a taste for teamwork, in a collaborative environment where everyone contributes to collective success.