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QUALITY, CUSTOMER CARE & SERVICES

Internship - Customer Care Analyst

  • Contract Type: Internship (6 month(s))
  • Location: Bordeaux, France ()

About

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.

As Intern Care Analyst you'll support the Customer Care Performance team to deliver outstanding performance through the effective use of data and business intelligence.

Job Description

YOUR MISSION:

  • Follow and deepdive into strategic KPIs analysis to understand and explain the fluctuations ( CSAT, QS, Reiteration, …).
  • Liaise with the Care Perf Team to make recommendations and define actions plans
  • Improve and/or create dashboards to better follow the KPIs - you will work closely with the Quality Analyst team and BI team
  • Provide a partners’ benchmark and analyze the disparities among them - you will work closely with the Outsourcing Team
  • Analyze the impact of our new invoicing system (per ticket vs. per hour) on our partner’s productivity and make recommendations to improve it.
  • Monitor the performance of all new agents hired based on a competence-building plan, and make recommendations to the Outsourcing Team
  • Answer to punctual analysis requests to support the team and make recommendations

Preferred Experience

  • You have a previous experience in data analysis & you’re looking for a 6 months end of study internship
  • You are familiar with Excel/Google Sheet to manipulate data
  • If you know what SQL is & you’ve already worked in customer care: great plus!
  • English is a no brainer for you - you will have to work with English speakers
  • You are committed to helping our customer care teams better perform to make our customers and refurbishers happy
  • 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 startup
  • You are a fantastic team player, with who it is cool to work

Recruitment Process

  • Phone interview with Lou, our Recruiter
  • 2 hours Excel test (remote)
  • 1 hour interview with Jordan, Customer Care Analyst & Philippine, our Customer Care Operations Manager
  • 30-minute interview with Marion, our Customer Care Performance Manager

Additional Information

  • Contract Type: Internship (6 month(s))
  • Start Date: 04 January 2021
  • Location: Bordeaux, France ()
  • Education Level: Fourth-Year University Level
  • Experience: > 6 months
  • Occasional remote authorized