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QUALITY, CUSTOMER CARE & SERVICES

BackCare Service Intern

  • Contract Type: Internship
  • Location: Bordeaux, France ()

About

BackMarket is the number one European (and soon global) marketplace specializing in the sale of fully refurbished tech devices.

Job Description

Founded five years ago in Paris, Back Market is the world’s first online marketplace dedicated exclusively to second-hand devices. Similar to how Airbnb aggregates homeowners and travelers on one trusted platform to draw economic value from a previously underutilized asset — vacant living spaces — Back Market connects certified professionals specializing in the refurbishing and resale of used electronics with consumers looking for a more affordable, reliable, and environmentally-friendly alternative to buying new.

Back Market, already present in the US and the EU (UK, Germany, France, Spain, Italy, Netherlands, Austria, Belgium and Finland), is the leader in the refurbished electronics and appliances market segment. With an $80bn market segment size and growing fast, the refurbished electronics and appliances market segments represent a huge growth opportunity for Back Market. And we’re only getting started as there are still 8 times more products sold as new than refurbished today. In 2021, Back Market plans to launch more countries.

A key lever to achieve this, is to manage for our merchants their after sales service in all Back Market countries in order to make it easy and possible to sell in any Back Market country and also to standardize the customer experience to increase our customers’ loyalty.

The BackCare service  is based on 3 pillars to be developed: its contribution to the international market, its contribution to product diversification and the quality of the customer experience. 

Within the Quality and Customer Care department in the Services team, you will directly report  to our BackCare Manager. 

Missions:

  • Monitor our BackCare offer in all our countries
  • Monitor and alert in real-time on the strategic KPIs (adoption / revenue / quality) of service delivered to our customers and merchants, thanks to a perfect mastery of our tools and KPI
  • Optimize the KPIs required to manage activities
  • Think about and implement action plans quickly to improve the quality and productivity
  • Be critical and proactive on the organization
  • Take the lead on improvement projects (ex: new contact channels, increase agents expertise...)
  • Create internal pride of our BackCare Service
  • Work closely with transversal teams to promote & prioritize your service internally (Marketing / Brand / Technical / Finance / Project / Process / Legal…)
  • Your profile:

  • You are in business or engineering school and you are looking for a 6-month internship for a gap year or graduation
  • Experience in a consumer after sales management is a plus
  • Strong analytical skills. You are comfortable with Excel
  • Excellent verbal and written communication (French & English).
  • A real attraction for project management
  • You are proactive, organized and you have high capacity to federate and work with transversal teams.
  • Entrepreneurial spirit, you always look to exceed expectations
  • Process

  • Phone screen with Goda, our Campus Recruiter
  • Technical Test
  • Interview with our BackCare Manager, Léonie
  • Interview with Caroline, Head of Quality Services
  • Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.

    Additional Information

    • Contract Type: Internship
    • Location: Bordeaux, France ()