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Customer Care

Customer Champion China

  • Contract Type: Full-Time
  • Location: Bordeaux, France ()

About

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.

Job Description

YOUR MISSIONS

  • You'll be in charge of our "Back Care" program which consists of taking care of your merchant's customer tickets directly through the platform
  • You'll act as an alerter for any issues you may meet with the Back Care for any of your merchant
  • You'll be responsible of a Chinese merchant portfolio, you’ll accompany their performance and their quality, having an Account Manager role and creating strong partnerships with them
  • You'll be applying different processes in order to improve the general quality of your merchants on Back Market
  • You’ll take care of our beloved customers and help them make the right decisions on Back Market
  • You’ll bring clear, fast and consistent informations, in agreement with the corporate policy and the right follow-up for our customer requests
  • You’ll make sure to surpass our customer expectations and work towards the achievement of our main objectives for all major KPI's (CSAT,Time to answer, Bounce Rate...)
  • You’ll also be assisting the Quality, Process and Sales teams in their respective projects

Preferred Experience

WHO YOU ARE :

  • Mandarin is your mother tongue, spelling and syntax mistakes are one of your pet peeve (if you can speak cantonese it's a plus !)
  • You have experience in Customer Relations, phoning included
  • Your entrepreneurial mind allows you to be open minded and always want to reach expectations
  • You don't have any problem to communicate in English both orally and in writing, you’ll be working with an international team and some of your merchants might not speak your mother tongue
  • You’ve got a professional, proactive and innovative attitude, with attention to details and an excellent organization and communication capacity
  • Empathy is one of your main qualities
  • You are a fantastic team player
  • You perfectly understand the interest of a good customer relationship
  • You understand the meaning of the word « start-up »
  • You have strong stress resistance
  • You’re passionate about growth, and you're eager to learn
  • Cohesion and team spirit are essential for your personal development

Recruitment Process

RECRUITMENT PROCESS :

  • Phone call with JB, our recruiter
  • Interview with Jinyu, our Business Developer China
  • Greg, our Head of Customer Care
  • Nicolas, our Head of Quality
  • Thibaud, our CEO

Additional Information

  • Contract Type: Full-Time
  • Start Date: 17 June 2019
  • Location: Bordeaux, France ()
  • Education Level: Bachelor's Degree
  • Experience: > 1 year
  • Salary: between 25000€ and 28000€ / year