Customer Service Operations Manager, Back Market
German Speaker, 10 Month Contract
More information about location
3+ days a week in office
Online marketplace for refurbished electronics
Be an early applicant
Online marketplace for refurbished electronics
501-1000 employees
Be an early applicant
More information about location
3+ days a week in office
501-1000 employees
Company mission
To restore trust and desire for refurbished devices.
Role
Who you are
- You are bilingual in German and fluent in English
- You have experience working with BPO partners, or on Customer service related topics
- You have 6+ years of experience with a proven track record of operational project management, driving high impact projects to completion (identifying / prioritizing / scoping / driving projects)
- You're a data driven person, you know how to define KPIs and track them to make sure you focus on the projects with highest impacts
- You have experience in best-in-class customer service organizations
- You work collaboratively on a team while exhibiting a strong sense of ownership
- You have a strong knowledge of the e-commerce industry and have high customer experience expectations
- You have preferably worked in a start-up hyper growth environment
- You are solution oriented, focused on quick results and lean approach
What the job involves
- 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 of their journey
- A key part of this mission is to help our German customers have a smooth journey with Back Market, enabling them to resolve most of their requests with a few clicks
- The Senior Customer Experience Manager's primary responsibility is to manage the outsourced operations required for driving high-performing customer service teams supporting the DE business
- The manager will also be responsible for our Customer Services BPO partners, and will serve as project lead for partner onboarding, partner site implementation, executing change processes, and maintaining operational cadences as outlined within the contract
- Drive amazing customer satisfaction for our customers through the effective performance management of our business process outsourcing partners (BPO) that support the DE market
- Lead data analysis, insights, and reporting on key metrics to drive and improve business performance and help develop strategic roadmaps that drive results
- Deliver department performance reports to the executive committee and General Managers (on BPO performance & agent quality, productivity & cost per contacts) and be accountable for DE Customer Care KPIs: customer satisfaction and agents efficiency
- Identify, implement, and optimize key projects to improve those KPIs; work with teams across departments to ensure project success
- Provide reporting based on root cause analysis and identify clear action plans to ensure quality improvements that drive higher efficiency
- Build strong relationships with the other BPO managers to share best practices and work on global care projects
- Build strong relationships with the DE training team and global Operations teams
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 materialize 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, they hope to restore trust in refurbished devices and to make sustainability an easy, safe, and affordable choice.
Back Market operates in 16 counties and has a client roster that includes Netflix, Disney, BBC, Sony, and Apple. The company has raised over $1 billion in capital, which has been invested in expansion across new and current markets.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-4% employee growth in 12 months
Company
Company benefits
- An attractive salary that comes with equity options, health insurance, paid maternity and parental leave, 401K, commuter benefits, mental health support, and more,
- Flexible working hours and hybrid models that let you choose which days you to work in the office and at home (because work-life balance is an individual right)
- Professional development programs, internal mobility, and the opportunity to make your career what you want it to become
Company HQ
19th arrondissement of Paris, Paris, IDF
Articles
Leadership
Previously Logistic Export Assistant at Devanlay Lacoste and Account manager at Neteven.
Vianney Vaute
(Chief Creative Officer)Previously Digital Strategist at Visual Link, Strategic Planner at BETC Paris and Strategist at Five by Five.
Salary benchmarks
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