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QUALITY, CUSTOMER CARE & SERVICES

Internship - Quality Analyst

  • Contract Type: Internship
  • Location: Bordeaux, France ()

About

Founded in November 2014, Back Market is the number one European (and soon global) marketplace specializing in the sale of fully refurbished tech devices.

Their concept is simple but radical. By helping their customers discover and purchase the highest quality refurbished electronics they are creating an alternative to the mainstream behavior of always purchasing new products. Prolonging the lives of these devices has a significant global impact. E-Waste accounts for 70% of all our toxic waste! By prolonging the lives of kitchen appliances, computers, mobile devices and more, they have already saved 3,766 tonnes of e.waste since 2014 💪

Job Description

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 travelers 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.

As Quality Performance manager BuyBack, you’ll be in charge of the customer experience we’re delivering on the BuyBack side (where merchants buy products from end consumer - C2B).

Your Mission If You Accept It:

  • Quality improvements (Charter, KPIs, …) Audit the current situation (understand our contacts, identify customers’ pain points, ...) and launch actions accordingly Adapt the Charter (which describes the quality requirements we ask from Back Market sellers) to BuyBack specifities Define the Quality NorthStar KPIs for BuyBack and launch anything needed to monitor / improve them (dashboards, reports, steering committees, ...)
  • Quality process - merchants’ side: Set up mystery orders Adapt Quality Processes (onboarding, exits, monitoring phase) Train Account Managers on these processes to help them improve the quality their merchants provide
  • Customer Experience process / projects: Empower and support the Customer Care team in order to help us to assist our customers when they contact us, which also means working in relation with the CX process and Quality project team

Preferred Experience

You're At The Right Place If:

  • You are from an Engineering or Business School and close to getting your Master’s degree
  • You are familiar with Excel/Google Sheets and you love manipulating data
  • English is a no brainer for you
  • You are committed to make our customers and refurbishers happy
  • You have good communication skills and know how to guide a team to committing to a new target
  • You know how to prioritize and take care of details
  • You are eager to learn and you want to immerse yourself in a very very fast growing scale-up

Additional Information

  • Contract Type: Internship
  • Location: Bordeaux, France ()