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QUALITY, CUSTOMER CARE & SERVICES

Digital Customer Service Manager

  • Contract Type: Full-Time
  • 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

A key lever to achieve this, is to offer an excellent overall customer experience removing a barrier to buy refurbished products. We expect to satisfy more than 99% of our customers by the end of 2022.

Within the Operations team in the Customer Care and Quality Business unit, you will directly report to our Head of Customer Care.

As** Public Customer Care Leader,** you will occupy a key position in this departement, leading the team representing the Customer Care Voice of BM publicly. You will drive this team making sure every case is resolved timely and publicly demonstrating that our team does an incredible job in saving our customers in need on channels such as Social Media (facebook, twitter…), trustmarks (trusted shops, trustpilot…), BM reviews… Your team will be in charge of answering (well and quickly :) on all those channels to all customer requests.

YOUR MISSION:

  • Manage a team of 6 (super) Back Makers
  • Write and spread the team vision and values
  • Monitor e-reputation to make sure BM public visibility on Public Channels is great: use the most efficient tools (SaaS messaging hub, Social Listening, legal platform) to share your vision and action plan to improve drastically our e-reputation
  • Work closely with the Marketing and Brand teams to define the strategy for each public resolution platform, for each country where BM is!
  • Set up necessary KPIs to monitor your efficiency (for instance; answer time, good/bad reviews, conversion rate post public resolution)
  • Give an overview of these KPIs and e-reputation to all Back Makers to show how all is under control!
  • Embody the Customer Care of Back Market in the public place thanks to a special tone of voice, a special attention to all customers feedbacks and a detail oriented
  • Deal with corner cases in order to duplicate the solution for all our dear customers
  • Work closely with the Legal team to provide the best answer to our contacts on high sensitive cases (DGCCRF, legal claims…)

Preferred Experience

  • You have a 7+ years experience in a similar position driving the Customer Care Social Media team, defining the strategy and managing daily operations
  • You have an experience in a fast growing environment such as a startup
  • You have a strong experience in customer care e-commerce
  • Management is supernatural for you! Your team loves you <3
  • You show strong communication and project management skills
  • You are considered a charismatic person who has positive leadership and is able to rally a team on ambitious targets
  • You are organized, structured and have a lot of drive with a can-do / will-do attitude
  • English is a no brainer**

Recruitment Process

  • Phone interview with Lou, Talent Acquisition Manager
  • Technical Test
  • Interview with Marion, Head of Customer Care
  • Interview with Sebastien, Head of Customer Experience
  • Interview with Nicolas, Director of Customer Experience, Quality and Services
  • Interview with Raoul, COO and Thibaud, CEO

Additional Information

  • Contract Type: Full-Time
  • Start Date: 04 January 2021
  • Location: Bordeaux, France ()
  • Education Level: Fourth-Year University Level
  • Experience: > 5 years