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Quality

Customer Care Specialist Team Leader

  • Type de contrat : CDI
  • Lieu : Bordeaux, France ()

À propos

WHO WE ARE

Founded in November 2014, Back Market is the very first marketplace specialized in refurbished electric and electronic devices. We connect certified professionals who work hard to ensure all electric and electronic devices get a second life with consumers looking for equipment that makes a difference.

E-waste reduction, planned obsolescence battle and circular economy are 3 good reasons to wake up in the morning; we're offering a fantastic career opportunity for a Customer Champion to join our European team (based in Bordeaux).

So, if you’ve got a way with Customer Relations in challenging environment, an interest in environmentally-friendly initiatives and a genuine desire to build a first-class global marketplace, we'd love to hear from you. We have a challenging schedule and high business expectations, so you'll need to be able to get up to speed without compromising on attention to detail.

For the right person, this is a chance to gain valuable experience in building a star and to join a fast-growing and life-changing company that's shaking up the consumer electronics business.

Descriptif du poste

WHAT WILL YOU DO ?

  • Provide prompt, efficient and consistent information/communication in line with company policy and follow-up with the team
  • Assist in the creation of reports (dailies and weeklies) based on data you’ll be collecting different sources, monitor team performance and report on metrics
  • Take part in the constant will to improve our overall quality of service provided to our Customers thanks to our feedbacks and innovative solution
  • Help create an inspiring team environment with an open communication culture, focusing on bringing happiness and team-spirit to the whole department
  • Assist in setting up clear team goals (productivity and quality) and follow-up individually with the team to give in-depth analysis and improvement methods when needed
  • Delegate tasks and set ambitious and realistic deadlines for the Customer Care Specialist team
  • Proactively raise alerts and suggest action plans and innovative solution when the team is meeting significant issues regarding volumes, quality or client experience
  • Listen to team member’s feedback and resolve or escalate any issues or conflicts
  • Recognize high performance and reward accomplishments, encourage creativity and risk-taking

Profil recherché

WHAT ARE WE LOOKING FOR ?

  • You have 2 to 3 years of experience in a position and in a similar sector
  • You are familiar with the Office suite and in particular Excel to manipulate data
  • You are a wonderful manager who deeply loves coaching your team by leveraging the skills of each member of your team
  • You have an entrepreneurial spirit, you are open-minded and you want to surpass yourself
  • You have a good sense of priorities and organisation, proven managerial skills, patience and empathy and first of all excellent communication
  • English is a no brainer for you - you will have to work with English speakers)
  • You are committed to making our customers (and our reconditioners) happy
  • You like to do concrete things and get your hands dirty
  • You know how to prioritize, take care of details and the pressure doesn't scare you #sweat
  • You are eager to learn and you want to immerse yourself in a very, very fast growing startup
  • You are a fantastic team player, with who it is cool to work

Process de recrutement

  • Phone interview with JB, our Recruiter
  • 2 hours test (remote)
  • 1 hour interview with Marion, our Head of Care Performance
  • 30-minute interview with Nicolas, our Head of Quality
  • 30-minute interview with Thibaud, our CEO

Informations complémentaires

  • Type de contrat : CDI
  • Date de début : 04 novembre 2019
  • Lieu : Bordeaux, France ()
  • Niveau d'études : Bac +5 / Master
  • Expérience : > 3 ans