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QUALITY, CUSTOMER CARE & SERVICES

Claim Operation Manager

  • Contract Type: Temporary
  • 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

Back Market is the #1 marketplace for refurbished electronic devices in Europe and in the US, leading the way in a shift towards a circular economy, freeing the planet from electronic waste. We are proud to sabotage ‘new’ by connecting highly certified professionals to consumers who are looking for a more affordable, reliable and an ecological alternative to purchasing brand new products.  

Back Market is undergoing meteoric growth and has raised over 434M€ already! We have the objective of reaching 650 Back Makers (or Saboteurs) by the end of 2021! 

We are thrilled to have an inclusive, fulfilling and caring work environment in all our offices (Paris, Bordeaux, New-York, Prague, Berlin and Tokyo). This is an opportunity for you to join a talented, humble and passionate team at the heart of innovation. 

Be a part of the movement. Join the refurb revolution.

In the Customer Care Team under Quality & Operations Department, your mission will be monitoring the production and performances of our internal and external agents:

YOUR MISSION (IF YOU ACCEPT IT): 🥇

  • Monitor and alert in real-time on the quality of service delivered to our customers and merchants, thanks to a perfect mastery of our tools and KPIs
  • Cooperate & communicate with our Customer Care partners and our internal stakeholders on a daily basis (operations & performances)
  • Be critical and proactive in the organization to find the most suitable solutions and make the right decisions to improve the quality and productivity
  • Make sure internal & external Customer Care contributors have all the materials they need to improve their performance (dashboards, KPIs, data files, alerts, etc.)
  • Allocate forecasts and ensure that volumes and budget are respected
  • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • You have a Bac +5 degree, Engineering or Business School and 2 years experience in operations management
  • You are familiar and like working with technical tools such as CRM (eg. Zendesk) and master Office (especially excel)
  • You have an entrepreneurial spirit, are open-minded and want to surpass yourself
  • English & French is a no brainer for you - you will have to be comfortable working in both languages
  • You are a leader at heart, you like to lead teams to a common goal
  • You are committed to taking care of our providers and helping them best represent our brand and making our customers (and our refurbishers) happy
  • You like to do concrete things and get your hands dirty
  • You know how to prioritize tasks and are rigorous
  • You are eager to learn and want to immerse yourself in a very fast-growing startup
  • You are a fantastic team player, with whom it is cool to work
  • RECRUITMENT PROCESS: 📅

  • Phone call with Philippine, our Lead Care Performance
  • Technical test (remote)
  • Interview with Philippine, our Lead Care Performances 
  • Interview with Marion, our Head of Global Care Operations
  • WHY SHOULD YOU JOIN US ? ✌🏼

    - A meaningful job: through hard work, you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts!

    - An attractive salary, equity, multiple benefits (meal tickets, health insurance, etc...), parental benefits, relocation package, internal events, etc… 

    - Be in an environment where you can make a difference: you will have the freedom to innovate and adopt new ideas!

    - Grow your career with a flexible career path, Back Market can help you evolve!

    - A booming scale-up: our environment is rapidly growing in Europe, the USA and in Asia!

    - We embrace work life balance which includes flexible working hours and the opportunity to work from home. 

    - A lot of fun: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.  

    Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.

    Additional Information

    • Contract Type: Temporary
    • Location: Bordeaux, France ()
    • Education Level: Master's Degree
    • Experience: > 2 years