Back Market

Project Manager Intern (Customer care)

Back Market

Stage
Bordeaux, Nouvelle-Aquitaine
Dec 2, 2021

About

BackMarket is the number one European (and soon global) marketplace specializing in the sale of fully refurbished tech devices.

Job description

Back Market is the #1 marketplace for refurbished electronic devices in Europe and in the US, leading the way in a shift towards a circular economy, freeing the planet from electronic waste. We are proud to sabotage ‘new’ by connecting highly certified professionals to consumers who are looking for a more affordable, reliable and an ecological alternative to purchasing brand new products.  

Back Market is undergoing meteoric growth and has raised over 335M€ already! We have the objective of reaching 650 Back Makers (or Saboteurs) by the end of 2021! 

We are thrilled to have an inclusive, fulfilling and caring work environment in all our offices (Paris, Bordeaux, New-York, Prague and Berlin). This is an opportunity for you to join a talented, humble and passionate team at the heart of innovation. 

Be a part of the movement. Join the refurb revolution.

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, a key part of this mission is to help our customers have a smooth journey with Back Market in every country we are present, enabling them to resolve most of their requests with a few clicks.

YOUR MISSION (IF YOU ACCEPT IT): 🏅

  • To closely follow and contribute to improve Customer Care strategic KPIs (Customer satisfaction, agents efficiency) by identifying, leading and deploying projects with strong impact over Customer Care performance
  • To know the customer's journey and processes applied by Customer Care Team inside out
  • To drive your projects from data driven business cases and internal buy-in through completion collaborating with many internal teams
  • To gather Customer Care feedback to make sure we keep capturing the Customer Voice and address projects in the right priority order
  • To find smart and efficient ways to report blockers to the Customer Care team allowing them to quickly find solutions
  • To contribute to document our process library to help the Customer Care agents to apply clear guidelines
  • To find the right balance between short term quick wins and long term key foundation projects
  • Macros / templates: adjust all "draft response" to our customers (not just translation but making sure we change our response and processes to provide the right response at the right time
  • Benchmark: benchmark competition and look for best practices
  • Charter: adjust our quality charter / Customer T&Cs to make our processes compliant
  • Build strong relationship with the other team members of the Customer Care team and the training team to fully leverage the impact of processes over Customer Care performance
  • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • You have excellent writing and speaking skills in English and French
  • You are close to graduating or currently studying in a business school
  • You have prior experience in the Customer Care
  • You have strong Project Management skills
  • Numbers and Excel don't scare you at all :)
  • You have an excellent verbal and written communication level and a track record of successful presentations to Senior Leadership, leading to impact
  • Outstanding influencing skill: track record of working successfully with multiple functions and to align diverse teams on a common goal.
  • You also are proactive, detail oriented, autonomic & rigorous professionals! 
  • RECRUITMENT PROCESS: 📅

  • Call with our Recruiter
  • Technical test (48 hours)
  • Technical Interview with the hiring manager
  • Cultural fit interview
  • WHY SHOULD YOU JOIN US ? ✌🏼 

    Back Market can offer you the opportunity to gain invaluable experience in a scale up environment where everyday you can make a difference. 

    With endless learning and growth opportunities, at the end of your internship you will be autonomous and ready to launch your career. 

    We pride ourselves on having a supportive and open environment to help nurture and develop the skills needed for personal growth. 

    Be prepared to have a lot of fun, we are an international, fast paced, open minded and friendly environment. 

    Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.