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QUALITY, CUSTOMER CARE & SERVICES

Internship-Outsourcing Manager

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

About

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 a part of our wonderful Quality team based in Bordeaux, you'll be a key actor of the Outsourcing team.

Job Description

YOU'RE MISSION IF YOU ACCEPT IT:

  • Monitor the performance of outsourced teams
  • Monitor and alert in real-time on the quality of service delivered to our customers and merchants, thanks to a perfect mastery of our tools and KPIs
  • Optimize the KPIs required to manage activities
  • Follow and monitor the recruiting process of our partners and implement a monitoring tool to track the progress and performances of the new hired Think about and implement action plans quickly to improve the quality and productivity
  • Be critical and proactive on the organizationEnsure that the budget is respected
  • Take the lead on new customer care side projects (how and when externalize new files)

Preferred Experience

  • You are familiar with Office and in particular Excel to manipulate dataYou have an entrepreneurial spirit, you are open-minded and you want to surpass yourself
  • You have great communication skills in English
  • You are a leader at heart, you like to lead teams to a common goal
  • You are committed to taking care of our providers and helping them best represent our brand and making our customers (and our refurbishers) happy
  • You like to do concrete things and get your hands dirty
  • 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 Screen with Lou, Talent Acquisition Specialist
  • 2 hours Excel test (remote)
  • 1 hour interview with Philippine, our Care Operation Manager
  • 30 min interview with Marion, our Head of Care Performance

Additional Information

  • Contract Type: Internship (6 month(s))
  • Start Date: 03 January 2021
  • Location: Bordeaux, France ()
  • Education Level: Master's Degree
  • Experience: > 6 months