Internal Care & eReputation Specialist, Back Market
French Market, French Speaker
+ Equity
Relocation package available
2+ days a week in office
Online marketplace for refurbished electronics
Job no longer available
Online marketplace for refurbished electronics
501-1000 employees
Job no longer available
+ Equity
Relocation package available
2+ days a week in office
501-1000 employees
Company mission
To do more with what we already have.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
At a time when new smartphones launch frequently but with fewer new features and when individuals want to contribute to sustainability and the circular economy, Back Market is setting out to provide customers with a viable option of purchasing refurbished electronics goods.
The vision of the company is to become the default choice when it comes to electronics purchases, irrespective of the customers' budget. In order to materialise this vision, Back Market guarantees that all the devices sold on its platform are 100% functional. The company screens sellers before allowing them to join its platform and it monitors their performance in real-time by collecting detailed customer feedback. By doing this, it hopes to restore trust in refurbished devices and to make sustainability an easy, safe, and affordable choice.
Back Market operates in 17 counties and has a client roster that includes Netflix, Disney, BBC, Sony, and Apple. The company has also raised over $1 billion in capital, which has been invested in expansion across new and current markets. And with the recommerce market only growing, Back Market has a lot of room for exciting future growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Company HQ
Beaubourg, Paris, France
Leadership
Thibaud Hug de Larauze
(Co-Founder & CEO)Previously a Logistic Export Assistant at Devanlay Lacoste and an Account Manager at Neteven.
Amandine Durr
(CPO)Amandine joined Back Market in 2021 as CPO. Prior to this, they were a Product Director at ManoMano, a Senior Innovation product Manager at Kering, and CPO/CEO and Head of Product at We Are TV.
Clément Petit
(CFO)Previously spent nearly 3 years at Veepee, initially joining as a Financial Director before becoming CFO of France then later Group CFO. Prior to that, they spent 4 years at Elanco in Financial roles.
Dawn Baker
(CTO)Dawn joined Back Market in 2022 as Senior VP of Engineering, becoming CTO in 2023. Prior to this, they worked at Google as a Senior Director of Engineering, at Fitbit as the VP of Software Engineering, and at LinkedIn as a Senior Manager of Site Reliability Engineering.
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