Back Market is the world’s leading refurbished electronics marketplace with a team of 650 people, powering operations in 18 countries (and counting!).
Named one of the World's Most Innovative Companies by Fast Company in 2019 and again in 2021, our mission is simple: empowering people to consume tech sustainably by offering folks a high quality, accessible, and more eco-friendly alternative to buying new electronics. Why? Refurbished tech helps
lower our collective environmental impact. We have indeed contributed to avoid the production of more than 1,000,000 tons of CO2e worldwide since our launch in 2014.
Be part of an exciting and growing international adventure that will change the way the world consumes tech.
Job Description
96% of consumers declare that Customer Service reliability is the main factor in the loyalty they give to a Brand. With Customer Care by Back Market (CCBM), we handle 100% of customer contacts to ensure all our customers have the best customer service experience they deserve and that they have no more reason to buy new. In the meantime, we designed CCBM to alleviate Sellers from after-sales workload thanks to a trusted, low-touch, and high-value service.
If you like to turn data into insights, to work transversally with multiple teams (Product, Design, Data, Supply, Quality) in a multicultural environment and have the ability to communicate, animate meetings, coordinate action plans, this internship is for you ! You will be at the heart of BackMarket customer service department and the 2025 strategy.
Your mission, if you accept it !🥇
- Performance Management :
- You will monitor performance KPIs such as Contact Rate, Return Rate, Refund Rate, Customer Satisfaction, Response Time, etc and report weekly on the operational performance of the service.
- You will lead or coordinate deep dives to identify root causes and build corrective action plans
- You will animate the weekly meeting and ensure the follow up of action items decided during the meeting with key stakeholders.
- Monthly Department Review :
- This is a monthly event with the Comex where we present the overall performance of the service including the projects and features that were delivered.
- You will be in charge of consolidating inputs from the team and selecting the most valuable ones to be highlighted during the meeting with top management.
- Operations Road Map :
- You gather the main initiatives from the team leaders and ensure each of them is properly scoped to match with the department key performance indicators.
- You organize regular review meetings to highlight key achievements and report on initiatives that are blocked or delayed.
- Project Management :
-
You will have 1 or 2 small (or bigger depending on you!) projects to coordinate from A to Z. Projects will depend on the department priorities at the moment of the internship, for instance :
- Revamp and implement a process to improve the Customer Experience
- Test a new AI tool and analyze results on Agents productivity
- Work with Marketing team to raise awareness about BackMarket unique Customer Service
You’re At The Right Place If: ⭐
- You are a problem solver, you have a high level of determination and a “can do” attitude
- You are data driven, you know how to conduct analysis with Excel, BIG Query is a strong plus
- You have good communication skills, you are able to animate a meeting with various stakeholders
- You have excellent writing and speaking skills in English, bonus if you speak another language.
- You have a successful first experience as a project manager
About the mission
- Starting date is Jan 1st
- Duration : 6 months
- Full-time
- Location : Bordeaux, France
Recruitment Process:📅
- Interview (Video call on Zoom) with a Talent Acquisition Specialist
- Technical test (Home assignment)
- Cultural fit Interview (Video call on Zoom) with Vivien (Head of After sales Operations)
WHY SHOULD YOU JOIN US ? ✌🏼
- A meaningful job: through hard work, you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts!
- An attractive salary, multiple benefits (meal tickets, health insurance, etc...), internal events, etc…
- Be in an environment where you can make a difference: you will have the freedom to innovate and adopt new ideas!
- A booming scale-up: our environment is rapidly growing in Europe, the USA and in Asia!
- We embrace work life balance which includes flexible working hours and the opportunity to work from home.
- A lot of fun: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.
Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.
Back Market is helping to address one of the biggest challenges of our time: climate change. We take this so seriously that we were awarded status as a “Société à Mission”, or company with a social mission, by the French government. We know we can’t tackle a global problem without a globally representative team so we are committed to embedding diversity, equity and inclusion principles in every aspect of our organization. But more importantly, being One Loving & Free Spirited Tribe is in our DNA as it is one of the five foundational values of our company since we got started way back in 2014. We are committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives. We know our lofty goals cannot be reached unless everyone has a seat at the table along with the resources and opportunity to grow.
