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 performanceTo know the customer's journey and processes applied by Customer Care Team inside outTo drive your projects from data driven business case and internal buy-in through completion collaborating with many internal teamsTo gather Customer Care feedback to make sure we keep capturing the Customer Voice and address projects in the right priority orderTo 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 guidelinesTo 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 compliantBuild 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 schoolYou have prior experience in the Customer CareYou have strong Project Management skillsNumbers 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 impactOutstanding 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 RecruiterTechnical testInterview with Alice, Process ManagerInterview with Virgile, Senior Process Manager
Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.