At Pluxee, we shape the world of employee benefits and engagement by bringing to life a personalized and sustainable employee experience, at work and beyond.
Permanent Regular
Job Description:
The Customer Care Advisor – Junior is an entry-level role within Pluxee’s Care function, designed for a recent graduate with a Bachelor’s degree or equivalent qualification who is looking to start their professional career and grow within Pluxee.
The role is responsible for providing prompt, accurate and empathetic support to clients and consumers across multiple service channels, in both French and English. With a strong focus on learning, customer orientation and service quality, the Junior Advisor plays an important role in delivering a positive customer experience and representing Pluxee’s brand promise.
We are primarily looking for someone with the right mindset, strong communication skills in both French and English, a genuine willingness to help customers and, above all, the motivation and potential to learn and develop.
This role is designed as an entry point into Pluxee. Through structured training, coaching and hands-on experience, the objective is to progressively upskill the Junior Advisor, develop greater knowledge and autonomy, and create opportunities for future growth within the company.
The Junior Advisor works with the support and guidance of team leaders and more experienced colleagues while progressively taking greater ownership of customer requests. YOUR NEXT CHALLENGE
Customer Query Handling and First-Level Support
Handle incoming customer queries through phone, email, chat, social channels or other service channels in both French and English, in line with defined procedures and service standards.
Provide clear, accurate and helpful information on Pluxee products, services, platforms, cards, accounts, transactions, orders and common usage questions.
Guide customers step by step on how to use available tools, self-service options, digital platforms and support channels.
Troubleshoot common issues using available knowledge articles, internal procedures and approved resolution paths.
Adapt your communication style and language to the customer while maintaining a clear, simple and professional approach.
Ensure each interaction is handled with professionalism, patience, empathy and respect, including in difficult or repetitive situations.
Case Management and Escalation
Identify the nature of each request and apply the appropriate resolution process based on the customer’s need, urgency and complexity.
Resolve standard first-level requests independently once the required knowledge and training have been acquired.
Escalate complex, sensitive, technical, financial or unresolved cases to the appropriate team following defined escalation procedures.
Provide complete and accurate information when escalating cases to support efficient follow-up and avoid unnecessary delays for the customer.
Track open cases within the assigned scope and follow up when required according to service procedures.
Inform customers clearly about next steps, expected timelines and available support options when a case cannot be resolved immediately.
CRM Documentation and Data Quality
Document customer interactions accurately and consistently in the CRM system or relevant case management tool.
Record customer details, request type, actions taken, resolution status, escalation notes and follow-up requirements in line with internal standards.
Ensure information entered in the system is complete and reliable to support reporting, quality monitoring and future customer interactions.
Use customer history and available records to understand the context of the request and provide an efficient service experience.
Follow internal documentation standards to support operational continuity and collaboration across Customer Care teams.
Service Quality and Customer Experience
Work towards defined service standards, including response time, first-contact resolution,…