Customer Experience Champion
hace 2 semanas
**Mission Statement:**
As a key member of our Customer Care Department, your mission is to deliver exceptional customer experiences that exceed expectations. You will be responsible for providing quick and clear information on complex issues, improving the customer experience, and ensuring that all key performance indicators (response time, satisfaction rate, etc.) improve.
Key Responsibilities:
- Provide proactive support to customers through various channels, ensuring a smooth journey with Back Market.
- Exceed customer expectations by improving response times, satisfaction rates, and other key performance indicators.
- Coach and advise outsourced agents on a daily basis, promoting a culture of excellence.
- Participate in transversal projects, working closely with Care Ops and Content & Training teams to drive customer-centric solutions.
- Carry the customer's voice across Back Market, ensuring their needs are met and exceeded.
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 work experience in e-commerce and/or social media is a plus.
- Entrepreneurial spirit, open-minded, 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.
- Strong analytical skills, with experience in data manipulation.
Why Join Us?
**Meaningful Job:** Contribute to reducing electronic waste and fighting planned obsolescence.
**Meaningful Company:** Be part of a mission-driven company that values diversity, equity, and inclusion.
**Growth Opportunities:** Develop your career with a flexible career path and a dedicated Learning & Training team.
**Benefits:** Enjoy an attractive salary, equity, and a range of benefits, including lunch vouchers, health insurance, relocation packages, and more.
**Remote-Friendly:** Work from home up to 3 days a week, with a flexible schedule.
**One Loving Tribe:** Join a fast-paced, open-minded, and friendly environment, with opportunities to participate in Employee Resource Groups and internal events.
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