Back

QUALITY, CUSTOMER CARE & SERVICES

German Customer Experience Specialist

  • Contract Type: Full-Time
  • 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

Back Market is the #1 marketplace for refurbished electronic devices in Europe and in the US, leading the way in a shift towards a circular economy, freeing the planet from electronic waste. We are proud to sabotage ‘new’ by connecting highly certified professionals to consumers who are looking for a more affordable, reliable and an ecological alternative to purchasing brand new products.  

Back Market is undergoing meteoric growth and has raised over 434M€ already! We have the objective of reaching 650 Back Makers (or Saboteurs) by the end of 2021! 

We are thrilled to have an inclusive, fulfilling and caring work environment in all our offices (Paris, Bordeaux, New-York, Prague, Berlin and Tokyo). This is an opportunity for you to join a talented, humble and passionate team at the heart of innovation. 

Be a part of the movement. Join the refurb revolution.

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.

A key part of this mission is to help our German customers have a smooth journey with Back Market, enabling them to resolve most of their requests with a few clicks.

YOUR MISSION (IF YOU ACCEPT IT): 🥇

  • You'll provide our clients with quick and clear information on complex issues through the application of the BackMarket charter
  • You'll carry the customer's voice across Back Market You'll be proactive in improving the customer experience
  • You'll exceed customer expectations and ensure that all key performance indicators (response time, satisfaction rate, etc.) improve
  • You’ll help and give advice to outsourced agents on a daily basis
  • You'll be a key actor in testing new Customer Relationship Solutions
  • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • Native German speaker, you have 2 years of experience in a customer experience position.
  • English has no secret for you
  • You have an entrepreneurial spirit, you are open-minded and you want to surpass yourself
  • You are committed to making our customers happy
  • You like to do concrete things and have a ‘hands on’ attitude
  • You thrive in a fast moving environment
  • You know how to prioritize without leaving out on details
  • You are eager to learn and you want to immerse yourself in a very, very fast growing environment
  • You are a fantastic team player, with whom it is cool to work alongside
  • Also, you have:

  • Analytics skills
  • Excel under pressure
  • Excellent verbal and written communication
  • Service fanatic
  • RECRUITMENT PROCESS: 📅

  • Phone call
  • Interview with Harriet, our Quality Project Manager in Germany
  • Interview with Martin, our General Manager in Germany
  • Interview with Thibaud, our CEO and co-founder of Back Market
  • WHY SHOULD YOU JOIN US ? ✌🏼

    - A meaningful job: through hard work, you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts!

    - An attractive salary, equity, multiple benefits (meal tickets, health insurance, etc...), parental benefits, relocation package, internal events, etc… 

    - Be in an environment where you can make a difference: you will have the freedom to innovate and adopt new ideas!

    - Grow your career with a flexible career path, Back Market can help you evolve!

    - A booming scale-up: our environment is rapidly growing in Europe, the USA and in Asia!

    - We embrace work life balance which includes flexible working hours and the opportunity to work from home. 

    - A lot of fun: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.  

    Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.

    Additional Information

    • Contract Type: Full-Time
    • Location: Bordeaux, France ()
    • Experience: > 2 years