Odoo is an open-source enterprise resource planning (ERP) platform that helps companies manage and streamline their operations. The Customer Care Associate is responsible for providing seamless support to a portfolio of customers, addressing inquiries and resolving requests to enhance customer satisfaction with the Odoo product.
Responsibilities
- Manage a portfolio of approximately 1,400–1,600 accounts, ensuring efficient and consistent support for all customers
- Act as the primary point of contact for customer inquiries, focusing on reactive support rather than proactive upselling or high-touch engagement
- Handle a volume of administrative customer requests with speed and accuracy
- Provide clear customer guidance to help maximize their experience of the Odoo product
- Maintain excellent communication and customer satisfaction throughout all interactions
- Consistently meet performance metrics related to work ethic and task resolution
- Utilize tools and processes to manage tasks efficiently in a fast-paced environment
- Collaborate with internal teams to escalate and resolve more complex cases as necessary
- Develop in-depth expertise in Odoo software to provide knowledgeable and effective support
- Distribute educational materials and resources to assist customers with self-service options
- Actively document and share insights to improve internal workflows and enhance customer experience
Skills
- Bachelor's degree
- French fluency (professional or native/bilingual)
- Exceptional organizational skills and dependability, with the ability to manage workloads efficiently while maintaining punctuality and consistency
- Strong verbal and written communication skills, with an adaptable, solution-oriented mindset suited to fast-paced, reactive environments
- Basic proficiency with G-Suite applications and customer support tools, and comfort working within standardized processes in high-pressure settings
- Experience in customer support, account management, or related fields
- Interest in software products and willingness to learn ERP or SaaS solutions
- Ability to improve efficiency in resolving repetitive tasks
Benefits
- Healthcare, Dental, Vision, Life Insurance, FSA, HSA Matching, 401K Matching, and Commuter Benefits
- PTO (Paid-time-off), paid sick days, and paid holidays
- Employee Assistance Program: 3 X 1-hour telehealth calls with certified mental health professionals
- $100 towards a work-from-home office setup
- Evolve in a nice working atmosphere with a passionate, growing team!
- Chef-prepared lunches - snacks, fruit, and coffee/drinks on tap!
- Company-sponsored events for groups of 6+ employees
Company Overview
Odoo is an open-source business software that provides ERP and CRM solutions. It was founded in 2005, and is headquartered in Louvain-la-neuve, Vlaams-Brabant, BEL, with a workforce of 5001-10000 employees. Its website is http://www.odoo.com.
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