Customer Experience Champion
hace 2 semanas
The Customer Care Department's mission is to ensure our customers have the best possible user experience, with no reason to buy new products. To achieve this, we need a skilled Customer Experience Champion who can provide quick and clear information to our clients on complex issues, across various channels.
Key Responsibilities- Provide exceptional customer service, responding to client inquiries and resolving issues in a timely and professional manner.
- Be proactive in improving the customer experience at Back Market, with a focus on identifying areas for improvement and implementing solutions.
- Exceed customer expectations by delivering high-quality service, ensuring key performance indicators (response time, satisfaction rate, etc.) are consistently met or exceeded.
- Coach and advise outsourced agents on a daily basis, providing guidance and support to ensure they meet the highest standards of customer service.
- Participate in transversal projects, working closely with Care Ops and Content & Training teams to develop and implement new customer-related solutions and tools.
- Carry the customer's voice across Back Market, ensuring their needs and concerns are heard and addressed.
- Bilingual English/German language skills.
- 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 our customers happy.
- Hands-on attitude, with a focus on concrete results.
- Ability to thrive in a fast-paced environment, with a willingness to learn new skills.
- Strong analytical skills, with experience in data manipulation.
At Back Market, we're committed to making a positive impact on the environment and society. As a Customer Experience Champion, you'll be part of a team that's dedicated to empowering people to consume tech sustainably. You'll have the opportunity to work with a passionate team of experts, develop your skills and career, and make a real difference in the lives of our customers.
We offer a competitive salary, equity, and a range of benefits, including lunch vouchers, health insurance, relocation packages, paid time off for activism, parental benefits, flexible hours, and more. We're a remote-friendly company, with up to 3 days of remote work per week. And, as part of our One Loving Tribe, you'll have the opportunity to work in a fast-paced, open-minded, and friendly environment.
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Barcelona, Barcelona, España Back Market A tiempo completo{"title": "Customer Experience Specialist", "subtitle": "Join Back Market's mission to empower sustainable tech consumption", "content": "At Back Market, we're revolutionizing the way people consume technology. As a Customer Experience Specialist, you'll play a crucial role in ensuring our customers have an exceptional experience, from initial contact to...
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