Customer Champion - Spain

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


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 Services Agent to join our European team (based in Paris). So if you've got a way with customer services, administrative support, 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, passionate and life-changing company that's shaking up the consumer electronics business.

What you will do

What you’ll be doing:
As a key member of the global Customer Care team, you'll help to develop and scale Back Market in Spain (France, Germany, Spain, Italy, Belgium as of today – many more countries to come). Based in our Bordeaux office in Darwin, you'll work closely with our Business Development, Marketing and Tech teams, a group of passionate professionals who are dedicated to making sure our products and the Back Market brand stand out.
Reporting to our Head of Customer Care – one of a kind – your duties will include:

Responsible for a specific portfolio of merchants (who sell in your country), you look after their performance and quality, endorsing an account managing role
Pre-Sale and consultative approach to help customers make the right choice
Handling inbound and outbound calls, e-mails with customers and merchants
Track and escalate merchant-related issues keeping in mind our role is to help them improve both quality and processes to decrease the number of contacts we/they receive
Provide prompt, efficient and consistent information/communication in line with company policy and follow-up on your own cases, from inception to completion
Exceed customers’ expectations and ensure all key performance indicators (response time, satisfaction rate, e-reputation etc.) improve
Assist Customer Care as well as Business Development teams in any and all activity

What we are looking for

What you’ll need:

Customer Services experience, including telephone work preferred
Entrepreneurial mind is key, you are open-minded and always eager to exceed expectations
Country native, Spanish is your mother tongue and has absolutely no secret for you (written and spoken)
English is a plus as you’ll be part of an international team, not a deal breaker though
A professional, pro-active and ‘can do’attitude with exceptional attention to detail and excellent organizational as well as communication skills
Empathy is one of your top qualities
Perfect understanding of customer value
"Getting things done" is your lifestyle
You understand what “startup” means
Passionate about growth and eager to learn
Fantastic team player

Whatyoumust know:
Great office groove - we genuinely value feedback and initiative
Talented and passionate teams
Located in Bordeaux

Recruitment Process

  • Phone call with JB
  • Personnality and technical test
  • Interview with Greg the Head of Customer Care
  • Phone call with Laetitia, our Head of HR, and Thibaud, our CEO

Additional Information

  • Contract type: Full-Time
  • Start date: 04 February 2019
  • Location: Bordeaux, France ()
  • Education Level: Bachelor's Degree
  • Experience Level: > 3 years
  • Salary: between 25000€ and 28000€ / year