Customer Care

Team Leader - Customer Care

  • Type de contrat : CDI
  • Lieu : Bordeaux, France ()

À propos

Founded in November 2014, Back Market is the very first marketplace specialized in refurbished products. 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 both ethically and ecologically.

E-waste reduction, planned obsolescence battle and circular economy are 3 good reasons to wake up in the morning; we’re offering a fantastic career opportunity for an intern to develop skills in very diverse fields. So, if you've got a way with analytics, customer service, team management, process building, an interest in environmentally-friendly initiatives and a genuine desire to build a first-class global marketplace, we'd love to hear from you.
We are a data-driven company, we have a challenging schedule and high business expectations, so you'll need to be able to get up to speed without compromising on attention to detail. For the right person, this is a chance to gain valuable experience in building a star and to join a fast-growing, passionate and life-changing company that's shaking up the consumer electronics business.

Descriptif du poste

We’re looking for an experienced Team Leader to work alongside the Head of Customer Care who will help to develop and scale Back Market in France (Germany, Spain, Italy, Belgium as of today – many more countries to come). Based in our Bordeaux offices located in Bassins à flot, you'll work closely with our Business Development, Marketing and Tech teams, a group of passionate professionals who are dedicated to making sure our products and the Back Market brand stands out.
Your tasks may include but are not limited to:

• Provide prompt, efficient and consistent information/communication in line with company policy and follow-up with the team
• Assist in the creation of reports (dailies and weeklies) based on data you’ll be collecting different sources, monitor team performance and report on metrics
• Take part in the constant will to improve our e-reputation and overall quality of service provided to our Customers
• Help create an inspiring team environment with an open communication culture, focusing on bringing happiness and team-spirit to the whole department
• Assist in setting up clear team goals and follow-up individually with the team to give in-depth analysis and improvement methods when needed
• Suggest and organize team-building activities
• Delegate tasks and set deadlines for the Customer Care team
• Listen to team member’s feedback and resolve or escalate any issues or conflicts
• Recognize high performance and reward accomplishments, encourage creativity and risk-taking

Profil recherché

  • Entrepreneurial mind is key, you are open-minded and always aim at exceeding expectations
  • English is a no brainer – our team is international, you must be able to handle cultural differences
  • Good sense of priorities and organisation
  • Facilities to work with Excel and handle data
  • Attention to detail and ability to work under pressure
  • Passionate about growth and eager to learn
  • Extensive knowledge of Customer Care standard procedures
  • Proven managerial skills
  • Patience and empathy
  • Excellent communication
  • Ability to plan, multi-task and manage time effectively
  • Strong writing and record-keeping ability for reports and training manuals
  • Great office groove - we genuinely value feedback and initiative
  • Talented and passionate teams
  • Located in Bordeaux

Process de recrutement

  • Phone interview with Elisa, Talent Acquisition Manager
  • Interview with Greg, Head of Customer Care
  • Interview with Nicolas, Head of Quality
  • Interview with Thibaud, CEO

Informations complémentaires

  • Type de contrat : CDI
  • Date de début : 01 octobre 2019
  • Lieu : Bordeaux, France ()
  • Niveau d'études : Bac +5 / Master
  • Télétravail possible
  • Salaire : entre 30000€ et 33000€ / an