Internal Care & eReputation Specialist (French market)
Bordeaux, FRInternal Care & eReputation Specialist (French market)
Job ID: 21248732
Date: November 7, 2024
Job function:
Location: Bordeaux, FR
YOUR MISSION (IF YOU ACCEPT IT): 🥇
- Provide our clients with quick and clear information on complex issues & on different channels (email, phone, social media, live chat, etc.);
- Be proactive in improving the customer experience at Back Market, with a special focus on your market;
- Exceed customer expectations and ensure that all key performance indicators (response time, satisfaction rate, etc.) improve;
- Coach and give advice to outsourced agents on a daily basis online and occasionally during in-person visits;
- Be a key actor in testing new customer-related solutions/tools;
- Participate in transversal projects by working closely with Care Ops and Content & Training teams, amongst other stakeholders;
- Carry the customer’s voice across Back Market.
YOU ARE IN THE RIGHT PLACE IF: ⭐
- You are bilingual in French and fluent in english;
- You have excellent written and oral communication skills;
- You have at least 1 year of experience in a Customer Care position;
- Previous work experience in e-commerce and/or social media is a plus;
- You have an entrepreneurial spirit, you are open-minded and you want to surpass yourself;
- You are committed to making our customers happy;
- You like to do concrete things and have a ‘hands on’ attitude;
- You thrive in a fast moving environment and you are eager to learn new skills;
- You know how to prioritize without leaving out on details;
- You have experience coordinating projects within different teams and showcasing your impact;
- You have strong analytical skills and are not afraid to manipulate data.
Read more
Bordeaux is never boring
Lots of adventure.
Plenty to explore.
Bordeaux offers great food and great quality of life. It’s famous for wines and cheeses. Join us here, and you can work off a bit of lunchtime brie by biking back to the office along a moon-shaped harbor. For weekend excitement, visit the Pyrenees mountains, surfer beaches, and fairytale castles.
Your kind of culture
We’re here to SABOTAGE!
SABOTAGE! is our mantra. It keeps us focused on what we aspire to be: a little bit sneaky, always smart, kinda frugal and constantly conspiring to create maximum impact.
SABOTAGE! will save us all.
Sticking to this mindset is what will save us from boredom, save us from the pitfalls of hypergrowth, and save us from becoming a “corporation” in the evil sense of the word.
SABOTAGE! is our constant call to action.
It’s a reminder not to rest on our laurels or credit cards. It points us to where we want to go but also tells us to stay true to who we are.
We’re here to SABOTAGE!
SABOTAGE! is our mantra. It keeps us focused on what we aspire to be: a little bit sneaky, always smart, kinda frugal and constantly conspiring to create maximum impact.
SABOTAGE! will save us all.
Sticking to this mindset is what will save us from boredom, save us from the pitfalls of hypergrowth, and save us from becoming a “corporation” in the evil sense of the word.
SABOTAGE! is our constant call to action.
It’s a reminder not to rest on our laurels or credit cards. It points us to where we want to go but also tells us to stay true to who we are.
“At Back Market, you feel that the founders and the employees
are very committed, and it’s powerful to be on that boat.”
Joana Costa, Senior Backend Engineer
It’s all about neat problems
Our SABOTAGE! spirit is about ingenuity and the love of a challenge. So, you’ll find us inventing new word plays for one of our ads or live streaming the Rubik’s Cube World Cup on a lunch break.
We move faster than the rest with rewards and a feedback culture
During an impromptu football match or a yearly growth report meeting, we’re inspired by giveaways, shares, and a culture of collaboration.
United we stand. Divided we fail to get to net zero.
We’re global citizens. At our All-hands annual party you could hear French, German, or Japanese, but in the office we only speak one language—the language of climate action.
It’s all about neat problems
Our SABOTAGE! spirit is about ingenuity and the love of a challenge. So, you’ll find us inventing new word plays for one of our ads or live streaming the Rubik’s Cube World Cup on a lunch break.
We move faster than the rest with rewards and a feedback culture
During an impromptu football match or a yearly growth report meeting, we’re inspired by giveaways, shares, and a culture of collaboration.
United we stand. Divided we fail to get to net zero.
We’re global citizens. At our All-hands annual party you could hear French, German, or Japanese, but in the office we only speak one language—the language of climate action.
Career on the rise
Where will your career take you?
Victor Lambilly
Conversion Rate Optimizer
Jun 2017 – Apr 2019 – 1yr 11mos
Head of Merchandising
Apr 2019 – Present – 3yrs 5mos
Head of Merchandising & Catalog
Feb 2021 – Present – 1yr 7mos
Laura Escarbassiere
Office Manager
Aug 2020 – Mar 2021 – 8mos
Workplace Manager
Mar 2021 – Oct 2021 – 8mos
Internal Communication Manager
Oct 2021 – Present – 11mos
Riwa El Boujemi
Payment & Fraud Analyst
Jun 2018 – Dec 2018 – 1yr 7mos
Marketplace Business Analyst
Jan 2019 – Sep 2019 – 9mos
Junior Financial Planning & Business Analyst
Sep 2019 – Sep 2021 – 2yrs 1mo
Senior Financial Planning Analyst – North America
Sep 2021 – Present – 1yr
Victor Lambilly
Laura Escarbassiere
Riwa El Boujemi
Who’s in our team?
Amandine Durr
Chief Product Officer
Paris, France
“What would I say to someone thinking of coming to join us? Do it soon. I arrived at Back Market in late 2021 and the progress has been super quick. I’ve worked for companies like AOL and Orange, and things move so much faster here.”
Amandine Durr
Chief Product Officer
Paris, France
“What would I say to someone thinking of coming to join us? Do it soon. I arrived at Back Market in late 2021 and the progress has been super quick. I’ve worked for companies like AOL and Orange, and things move so much faster here.”
Amandine Durr
Chief Product Officer
Paris, France
“What would I say to someone thinking of coming to join us? Do it soon. I arrived at Back Market in late 2021 and the progress has been super quick. I’ve worked for companies like AOL and Orange, and things move so much faster here.”
An ambitious tech stack we’re continuously improving
Our ambitious objectives require the most powerful tech. The stack connects the latest software, frameworks, programming languages, and data storage solutions.
Better tech. Better world.
01
Fired Up
Life is short… And as much as we think you’re great, we don’t want you to spend all of it at Back Market. So make the most of it. Get excited, get mad, get weird, and get 100% committed.
02
Don’t fear fear.
We have a risk-taking spirit. It’s our obligation to make bold moves. That’s the only way we have a fighting chance in the battle against New.
03
Say it straight, Hear no hate
We want Back Market to be a safe space.Put yourself out there and say what you really think, but say it kindly and constructively.
04
Humble hearts dirty hands.
You’re part of the team, not in competition with it. Cultivate a deep compassion and respect for your teammates. We’re better as a whole when we learn from each other.
05
One team, One time.
We must work together to maximize this resource and constantly ask ourselves if our time is properly allocated or if it can be more impactful elsewhere.
06
It’s not green enough.
We consistently seek to improve our social and environmental footprint, and pave the way for the whole industry to follow.
Our application process
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Step 1 –
CV Screening + Recruiter Phone Screen
Objective
- Assess: Experience/English skills/motivation/IC level
- Engage candidate
- Clarify hiring process
- Confirm eligibility:
- Can work remotely or relocate/Visa issues/Notice period/Salary expectation
- Telephone Interview
- online test
- 30 Minutes
Step 2 –
Tech Screening
Objective
- Assess the tech basics to qualify the candidate for the round of deep interviews
- Validate the IC level of the candidate
- (Re)present Back Market engineering #Ambassador
- Telephone Interview
- online test
- 30 Minutes
Step 3 –
Tech interview
Objective
- Candidate’s potential to grow
- Leadership skills
- Team fit & overview of the big picture
- Telephone Interview
- online test
- 30 Mintues
Step 4 –
Team interview
Objective
- Candidate’s potential to grow
- Leadership skills
- Team fit & overview of the big picture
- Telephone Interview
- online test
- 30 Mintues
Step 5 –
Team interview
Objective
- At the final stage we are checking the values-fit based on the Sabotage guidebook
- Telephone Interview
- online test
- 30 Minutes
Better tech. Better world.
01
Fired Up
Life is short… And as much as we think you’re great, we don’t want you to spend all of it at Back Market. So make the most of it. Get excited, get mad, get weird, and get 100% committed.
02
Don’t Fear Fear
We have a risk-taking spirit. It’s our obligation to make bold moves. That’s the only way we have a fighting chance in the battle against New.
03
Say it straight, Hear no hate.
We want Back Market to be a safe space.Put yourself out there and say what you really think, but say it kindly and constructively.
04
Humble hearts, Dirty Hands.
You’re part of the team, not in competition with it. Cultivate a deep compassion and respect for your teammates. We’re better as a whole when we learn from each other.
05
One Team, One Time.
We must work together to maximize this resource and constantly ask ourselves if our time is properly allocated or if it can be more impactful elsewhere.
06
It’s not green enough!
We consistently seek to improve our social and environmental footprint, and pave the way for the whole industry to follow.
Related roles
Want to solve unsolvable problems?
Make magic happen here.
We support ingenious minds. So, you can grab our terrific tech stack and be free
to do something completely unexpected.