Internal Care & eReputation Specialist, Back Market
German Speaker
+ Equity
More information about location
2-5 days a week in office
Online marketplace for refurbished electronics
Open for applications
Online marketplace for refurbished electronics
501-1000 employees
Open for applications
+ Equity
More information about location
2-5 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 English/German
- 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 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
Insights
Some 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.
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