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QUALITY, CUSTOMER CARE & SERVICES

Customer Care Process 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

Freeing the planet from electronic waste, leading the shift towards a circular economy, and building a billion-dollar tech company are three solid reasons to wake up in the morning.

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 travellers 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.

The Quality and Customer Care Department’s mission is to make sure our customers have the best user experience and that they have no more reasons to buy new. This means the customer experience must match (or beat!) buying brand new products at every step from easily finding and buying the product, having it delivered promptly and on time, being satisfied with the product quality, and finally providing smooth after sale service, if necessary.

Based in Bordeaux, a key part of this mission is to help our customers have a smooth journey with Back Market in every country we are present, enabling them to resolve most of their requests with a few clicks.

Your Mission If Accept It:

  • To closely follow and contribute to improve Customer Care strategic KPIs (Customer satisfaction, agents efficiency) by identifying, leading and deploying projects with strong impact over Customer Care performance
  • To know the customer's journey and processes applied by Customer Care Team inside out
  • To drive your projects from data driven business case and internal buy-in through completion collaborating with many internal teams
  • To gather Customer Care feedback to make sure we keep capturing the Customer Voice and address projects in the right priority order
  • To find smart and efficient ways to report blockers to the Customer Care team allowing them to quickly find solutions-
  • To contribute to document our process library to help the Customer Care agents to apply clear guidelines
  • To find the right balance between short term quick wins and long term key foundation projects
  • Macros / templates: adjust all "draft response" to our customers(not just translation but making sure we change our response and processes to provide the right response at the right time
  • Benchmark: benchmark competition and look for best practices
  • Charter: adjust our quality charter / Customer T&Cs to make our processes compliant
  • Build strong relationship with the other team members of the Customer Care team and the training team to fully leverage the impact of processes over Customer Care performance
  • You Are At The Right Place If:

  • You have excellent writing and speaking skills in English and French
  • You are close to graduating or currently studying in a business school
  • You have prior experience in the Customer Care
  • You have strong Project Management skills
  • Numbers and Excel don't scare you at all :)
  • You have an excellent verbal and written communication level and a track record of successful presentations to Senior Leadership, leading to impact
  • Outstanding influencing skill: track record of working successfully with multiple functions and to align diverse teams on a common goal.
  • You also are proactive, detail oriented, autonomic & rigorous professional!
  • Recruitment Process:

  • Phone call with Goda, Campus Recruiter
  • Technical test
  • Interview with Alice, Process Manager
  • Interview with Virgile, Senior Process Manager
  • Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.

    Additional Information

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