The Quality and Customer Care Department’s mission is to make sure our customers have the best user experience and that they have no more reasons to buy new. This means the customer experience must match (or beat!) buying brand new products at every step 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 sale service, if necessary.
Based in Bordeaux and within the Customer Care Process Team, the Zendesk specialist will have a key role in the efficiency of the customer care service of Back Market being the administrator of our helpdesk tool allowing every customer claim to be efficiently assignated to one of our +400 users located in different countries.
YOUR MISSION: You are responsible for executing on the day-to-day configuration of our Customer Care tools including but not limited to ZenDesk and our telecomunications platform.You lead the ongoing development of Zendesk making the architecture scalable within our high-growth contextYou are the point of contact for all teams regarding Zendesk topicsYou manage all tool data feeds and other integrationsYou handle all administrative functions including general implementation of new tools, user licence monitoring, reports, dashboards, workflows and other routine tasks related to our tool setYou complete on a regular basis audits of the tools to ensure its scalability and efficiencyYou are in charge to design and document all internal processes related to the architecture of the tools along with the user operationsYou are in touch with other scale-ups to benchmark their use of our tools and best practices
YOU ARE AT THE RIGHT PLACE IF: You have 3+ years of experience within a Zendesk and telecommunications administration role, ideally in a high-growth start-up work environmentYou have a strong understanding of a customer care department, along with best practices and functionalityYou have strong data management abilities, along with the capacity to understand and articulate complex requirementsYou master the platform with the ability to implement apps and objects, formula fields, workflows, custom views, and other content of intermediate complexityYou have the ability to design and implement new processes and facilitate user adoptionYou have a strong knowledge of the e-commerce industry and have high customer experience expectations
RECRUITMENT PROCESS: Phone interview with Lou, Talent Acquisition Specialist Technical Test Interview with Alice, Process manager and Virgile, Senior Process Manager Interview with Mary, Head of Customer Care Performance and Sebastien, Head of Quality & Customer CareInterview with Raoul, COO & Thibaud CEO
Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.