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Customer Experience Specialist
hace 2 meses
About Back Market
Back Market is a leading refurbished electronics marketplace with a global presence, empowering people to consume tech sustainably. Our mission is to provide high-quality, accessible, and eco-friendly alternatives to buying new electronics, reducing electronic waste and promoting sustainable consumption.
About the Role
The Customer Care Department's mission is to deliver exceptional customer experiences, ensuring that our customers have no reason to buy new products. We strive to match or exceed the experience of buying brand new products at every step, from product discovery to after-sales service.
Your Mission
As a Customer Experience Specialist, you will be responsible for:
- Providing quick and clear information to customers on complex issues through various channels;
- Improving the customer experience at Back Market, with a focus on your market;
- Exceeding customer expectations and ensuring key performance indicators improve;
- Coaching and advising outsourced agents on a daily basis;
- Participating in transversal projects with Care Ops and Content Training teams;
- Carrying the customer's voice across Back Market.
Requirements
To succeed in this role, you will need:
- Bilingualism in French and fluency in English;
- Excellent written and oral communication skills;
- At least 1 year of experience in a Customer Care position;
- Previous experience in e-commerce and/or social media is a plus;
- An entrepreneurial spirit, open-mindedness, and a desire to surpass yourself;
- Commitment to making customers happy;
- A 'hands-on' attitude and ability to prioritize tasks without missing details;
- Experience coordinating projects within different teams and showcasing impact;
- Strong analytical skills and comfort with data manipulation.
Why Join Us?
By joining Back Market, you will contribute to a meaningful mission: reducing electronic waste and fighting against planned obsolescence. You will be part of a dynamic and growing international team that is changing the way the world consumes tech.
