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INTERNSHIPS

Customer Experience Project Managers

  • Contract Type: Internship
  • 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 world’s leading refurbished electronics marketplace with a team of more than 650, powering operations in 16 countries (and counting!).

Back Market is undergoing meteoric growth and has raised $884 million, with a valuation of $5.7 billion. Our mission is simple: empowering people to buy tech sustainably by offering folks a high quality, accessible, and more eco-friendly alternative to buying new electronics. Why? Refurbished tech helps lower our collective environmental impact.

Be part of a great and growing adventure that will change the way the world consumes tech.

💥The season is open for Internships in #customercare for July 2022!💥

Great news - we are opening our campaign for July Interns 2022 and since you're here we bet you're curious about joining the human resource field. Why not become a Saboteur and learn from the best at Back Market?

What's in it for you? You will be able to build something you're proud of, not to mention you will be a part of something that is inspiring by itself - a sustainability driven business model. Our internship program will challenge you by giving you ownership of dedicated projects and the space to start your own initiatives to completion with the support of the managers & the team.

Who are we looking for? We’re looking for dreamers that are makers, people that want to make a change, that are eager to learn, grow and make things happen. If on top of that you have an itch for technology, the circular economy, and are a team player you will feel the vibe with us.

3 teams are opening a spot for 3 Customer Experience Project Manager interns in Bordeaux!

Quality & Customer Care Department

The mission is to make sure our customers have the best user experience and that they have no more reason to buy new. This means the customer experience must match (or beat!) buying brand new products at every step of the way, 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 sales service, if necessary.

What would a Process & Training Intern do??

A key part of your mission will be to help our customers have a smooth journey with Back Market, in every country where we are present. You will be responsible to define new processes & improve existing ones to ensure our customer experience is best in class. You will also have to relay these processes over to our Customer Care Agents and monitor their impact on key performance indicators. Depending on the team who you will be attached to, you could be focusing on delivery, repair and/or refund issues.

Your Missions, if You Accept it:

  • To closely follow and contribute to improve Customer Care Strategic KPIs (Customer satisfaction, agents efficiency) by identifying, leading and deploying projects with strong impact over Customer Care performance
  • To know the customer's journey and processes applied by Customer Care Team inside out
  • To drive your projects from data driven business cases
  • To gather Customer Care feedback to make sure we keep capturing the Customer Voice and address projects in the right priority order
  • To find smart and efficient ways to report blockers to the Customer Care team allowing them to quickly find solutions
  • To document our process library to help our Customer Care agents apply clear guidelines
  • To find the right balance between short term quick wins and long term key foundation projects
  • Macros / templates: adjust all "draft response" to our customers(not just translation but making sure we change our response and processes to provide the right response at the right time
  • Benchmark: benchmark competition and look for best practices
  • Charter: adjust our quality charter / Customer T&Cs to make our processes compliant
  • Build strong relationship with the other team members of the Customer Care team and the training team to fully leverage the impact of processes over Customer Care performance
  • You're at the Right Place, if:

  • You have excellent writing and speaking skills in English. Speaking/writing another language is a plus !
  • You're about to graduate from a business or engineering school and are looking for an end of study internship
  • You have prior experience in Customer Care
  • You've had prior Project Management experience
  • Numbers and Excel don't scare you at all :)
  • You also are proactive, detail oriented, autonomous & rigorous !
  • 1. How can I best prepare for the interviews? 

    Research. There’s blogs, there’s social media accounts, there’s a lot to discover and, believe us, that information will not go unnoticed in the interviews.

    Practice. It’s not a secret that a question “please introduce yourself” is something that will be the start of many interviews and this is surely something you can prep for, it will ease your stress! 

    2. How do I know which team I’ll be allocated to? Which city?

    Some teams are based in Paris, some in Bordeaux, therefore, it depends on this. You can share your flexibility in the application. Paris office (199 rue Championnet 75018) & Bordeaux office ( 123 Rue Lucien Faure, 33300). The offices are brand new & top-notch, I promise you :)

    3. What is the application & recruitment process?

    The application is straight forward - you attach your CV and answer some filtering questions. You choose the language you prefer to use in the conversations, except the initial call with HR. The rest of the process: 

    - 30 min HR call with the recruiter (in English);

    - 48 hours to work on a technical test;

    - 30-45 minutes interviews (one of couple) to meet the team & evaluate your skills and cultural fit

    4. Is the internship paid? What else is in the package?

    Yes, indeed, the internships are paid. You also get meal vouchers, 6 days off throughout the 6 months & support for public transport expenses. And some discounts on Back Market’s platform, bien sûr! 

    5. How are the interviews conducted?

    Phone call with the recruiter and then video calls (we use Zoom!).

    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, multiple benefits (meal tickets, health insurance, etc...), internal events, etc… 

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

    - 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: Internship
    • Location: Bordeaux, France ()