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Customer Experience Champion
hace 2 meses
**Mission Statement:**
As a key member of the Customer Care Department, your mission is to ensure that our customers have an exceptional user experience, matching or exceeding the quality of buying brand new products. This involves providing quick and clear information on complex issues, being proactive in improving customer experience, and exceeding key performance indicators.
Responsibilities:
- Provide expert guidance to customers on complex issues, ensuring a smooth journey with Back Market.
- Be proactive in identifying areas for improvement and implementing solutions to enhance customer experience.
- Exceed customer expectations by consistently meeting or surpassing key performance indicators, such as response time and satisfaction rate.
- Coach and advise outsourced agents on a daily basis, promoting best practices and ensuring high-quality customer interactions.
- Participate in testing new customer-related solutions and tools, providing valuable feedback to drive innovation.
- Collaborate with cross-functional teams, including Care Ops and Content & Training, to drive business growth and customer satisfaction.
Requirements:
- Bilingual in French and fluent 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.
- Entrepreneurial spirit, open-mindedness, and a desire to surpass oneself.
- Commitment to making customers happy.
- Hands-on attitude, with a focus on concrete results.
- Ability to thrive in a fast-paced environment and adapt to new skills and challenges.
- Strong analytical skills, with experience in data manipulation.
- Experience in coordinating projects across different teams and showcasing impact.
Why Join Us?
**Meaningful Work:**
As a member of the Back Market team, you'll contribute to a mission-driven company that's making a positive impact on the environment. By empowering customers to consume tech sustainably, we're helping to reduce electronic waste and promote eco-friendly practices.
Company Culture:
We're a passionate and growing international company, with a strong focus on innovation, collaboration, and employee development. Our team is dedicated to creating a positive and inclusive work environment, where everyone has the opportunity to grow and thrive.
Benefits:
- Attractive salary and equity package.
- Flexible career path and dedicated Learning & Development team.
- Leadership Academy program, focusing on coaching and development.
- Remote-friendly work environment, with up to 3 days of remote work per week.
- Lunch voucher, health insurance, relocation package, and other benefits.
- Opportunity to work with a diverse and inclusive team, with a strong focus on diversity, equity, and inclusion.
