Why we’re betting on Barcelona for a top-tier customer experience

Over the course of 2020, 78% of French consumers had to contact a customer service helpline for assistance with a product or service. This figure, collected by the French behavioral analysis firm Observatoire BVA, shows just how much this feature is not only important, but expected in an age where customers are now even more invested in their relationship with the companies they frequent.

The quality of your customer service can directly impact your business’ future. At Qonto, we understand that by dedicating time and energy into improving ours, we’re ensuring our overall success as a company. Which is why we’ve just opened a center dedicated to excellent Customer Service in…Barcelona.

In this article, you’ll find out the reasoning behind our choices from our experts. That, and which criteria are essential for settling on the appropriate location for your Customer Service center. In our opinion, there are three key elements for this type of project: focus on quality, be in the heart of the action, and create a solid structure for your talent.

From day one, Qonto has taken the position of concentrating first and foremost on customer relations. As a result, our teams have adopted an approach of constant self-improvement to support this mission. We also give them the means to solve even the most complex challenges directly at the source. This philosophy, which we call the Qonto Way, manifests itself as an obsession with customer experience. Here are some of its basic principles: 

Just as California has Silicon Valley, Barcelona has progressively established itself as the main hub for customer service in Western Europe. According to data from French Tech and the Catalonian government, Barcelona is the city where tech solutions are being conceived and developed in Europe. And, more specifically, this is where tech giants like Google, Facebook or Accenture have set up their Customer Service offices.

It’s important to target a location that’s known for expertise in the field you’re looking for. In our case, that means:

Excellent Customer Service is an obsession shared by every Qonto employee. It’s an ideology that’s based on the concept of problem-solving as a team - with a penchant for continuous growth. The way we see it, these values are priceless. Investing in customer service and cultivating a talent pool that genuinely enjoys helping and advising customers serves the greater purpose of building a resilient company structure. That’s why so many tech companies prize and seek out experts in Barcelona - they share these very same values.

Ever since the emergence of Covid-19, many French employees have chosen to relocate to Barcelona, according to the recruiting agency Qamyno. Both the living and work conditions are quite desirable, which these days ranks this Catalonian city as the ninth best place to live in terms of quality of life, according to a 2021 Ouest France poll.

Do you have a knack for listening, advising, or even just helping overall? Looking for work in an international environment that gives you the opportunity to further develop your skills every day? Join us in Barcelona.