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QUALITY, CUSTOMER CARE & SERVICES

Internship - Care Quality Process

  • 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

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.

The Quality Department at Back Market, located in Bordeaux, is in charge of making sure good quality products are sold on the platform and delivering the best customer experience possible.

As Customer Care Quality Analyst, you'll support the Customer Care team to deliver outstanding performance through a strong monitoring of the quality level. You’ll be part of the Customer Care team; this 3-people team (including yourself) will be responsible for all the performance of the customer service (forecasts, budget, tools, KPIs and...quality ;)

YOUR MISSION (if you accept it):
**
**Quality

  • recruit the good number of agents (partners side) at the good moment (regarding the forecasts), with the good level of customer care skills
  • tackle black sheep agents (endogenous root causes) thanks to the daily DSAT analysis (dissatisfaction)
  • rate tickets (notation based on the Process Library and common sense)
  • ensure that managers (partners and internal teams) rate x% of solved tickets
  • be the voice of the Customer Care teams with the Process, Training and Project teams; to be sure that everybody is aware and ready to launch new initiatives
  • share and harmonize all customer care team’ good practices

KPIs

  • Liaise with the Customer Care Analyst to:
  • measure on a daily basis all the strategic KPIs (CSAT, iteration, lifetime ticket etc.)
  • launch daily monitoring for new KPIs (escalations, refunds, etc.) - feel free!
  • deep dive and take action to improve all KPIs we have

Preferred Experience

  • You have 3 years of experience in a similar position and sector
  • You have a Bac +5 degree, Engineering or Business School
  • English and French are a no brainer for you - you will have to work with English and French 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 Marion, our Head of Customer Care
  • 30-minute interview with Nicolas, our Director of Quality
  • 30-minute interview with Raoul, our COO and Thibaud, our CEO

Additional Information

  • Contract Type: Full-Time
  • Start Date: 03 August 2020
  • Location: Bordeaux, France ()
  • Education Level: PhD and more
  • Experience: > 3 years