As a key member of the global Customer Care team, you’ll help to develop and scale Back Market in FRANCE (France, Germany, Spain, Italy, Belgium as of today – many more countries to come). Based in our Paris office, you’ll work closely with our commercial, marketing and technical teams, a group of passionate professionals who are dedicated to making sure our products and the Back Market brand stand out.

Reporting to our Customer Care Manager – one of a kind – your duties will include:

• Responsible for a specific portfolio of merchants, you look after their performance and quality, endorsing an account managing role
• Pre-Sale and consultative approach to help customers make the right choice
• Handling inbound and outbound calls, e-mails with customers and merchants
• Track and escalate merchant-related issues keeping in mind our role is to help them improve both quality and processes to decrease the number of contacts we/they receive
• Provide prompt, efficient and consistent information/communication in line with company policy and follow-up on your own cases, from inception to completion
• Exceed customers’ expectations and ensure all key performance indicators (response time, satisfaction rate, e-reputation etc.) improve
• Assist Customer Care as well as Business Development teams in any and all activity

• Customer Services experience, including telephone work preferred
• Entrepreneurial mind is key, you are open-minded and always eager to exceed expectations
• Country native, French is your mother tongue and has absolutely no secret for you (written and spoken)
• English is a plus as you’ll be part of an international team, not a deal breaker though
• A professional, pro-active and ‘can do’ attitude with exceptional attention to detail and excellent organisational as well as communication skills
• Empathy is one of your top qualities
• Perfect understanding of customer value
• “Getting things done” is your lifestyle
• You understand what “startup” means
• Passionate about growth and eager to learn
• Fantastic team player

What you must know:

• Great office groove - we genuinely value feedback and initiative !
• Talented and passionate teams
• Located in central Paris (75003)