Back Market is the world's leading refurbished electronics marketplace with a team of 650 people, powering operations in 21 countries (and counting!). Named one of the World's Most Innovative Companies by Fast Company in 2019 and again in 2021, our mission is simple: empowering people to consume 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. We have indeed contributed to avoid the production of more than 1,000,000 tons of CO2e worldwide since our launch in 2014. Be part of an exciting and growing international adventure that will change the way the world consumes tech.
About the role: The 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. 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. A key part of this mission is to help our customers have a smooth journey with Back Market, enabling them to resolve most of their requests with a few clicks.
YOUR MISSION (IF YOU ACCEPT IT): Provide our clients with quick and clear information on complex issues & on different channels (email, phone, social media, live chat, etc.);
Be proactive in improving the customer experience at Back Market, with a special focus on your market;
Exceed customer expectations and ensure that all key performance indicators (response time, satisfaction rate, etc.) improve;
Coach and give advice to outsourced agents on a daily basis online and occasionally during in-person visits;
Be a key actor in testing new customer-related solutions/tools;
Participate in transversal projects by working closely with Care Ops and Content & Training teams, amongst other stakeholders;
Carry the customer's voice across Back Market.
YOU ARE IN THE RIGHT PLACE IF: You are bilingual in French and fluent in English;
You have excellent written and oral communication skills;
You have at least 1 year of experience in a Customer Care position;
Previous work experience in e-commerce and/or social media is a plus;
You have an entrepreneurial spirit, you are open-minded and you want to surpass yourself;
You are committed to making our customers happy;
You like to do concrete things and have a 'hands-on' attitude;
You thrive in a fast-moving environment and you are eager to learn new skills;
You know how to prioritize without leaving out on details;
You have experience coordinating projects within different teams and showcasing your impact;
You have strong analytical skills and are not afraid to manipulate data.
WHY SHOULD YOU JOIN US? A meaningful job: you will help avoid thousands of tons of electronic waste and fight against planned obsolescence.
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