Back market recrute un(e)

Project Manager Intern (Buyback Customer Experience)

Stage • Montevideo, Uruguay

Cette offre est lié au département Operations interns

Mots clés:

Back Market is the world’s leading refurbished electronics marketplace with a team of more than 650, powering operations in 16 countries (and counting!).

Back Market is undergoing meteoric growth and has raised $884 million, with a valuation of $5.7 billion(e)Our mission is simple: empowering people to buy tech sustainably by offering folks a high quality, accessible, and more eco-friendly alternative to buying new electronics(e)Why? Refurbished tech helps lower our collective environmental impact.

Be part of a great and growing adventure that will change the way the world consumes tech.

Buyback gives the opportunity to our customers to sell their old devices to refurbishers through our platform, while providing a great source of supply for the refurbishers.

What is our mission as Customer Experience & Process Managers ? Bring the best customer experience to our customers by making them autonomous to go through their transaction successfully (going through diagnosis, preparing and shipping their device, being paid by the refurbisher), and by providing them targeted and impactful help when they need further assistance.

In the end, no more reason for customers to buy new or not to sell their old devices, let’s make circular economy real!

Your Mission (If You Accept It): 🥇

-Closely follow and contribute to improve Customer Care Strategic KPIs (Customer satisfaction, agents efficiency) by identifying, leading and deploying projects with strong impact over Customer Care performance

-Know the customer's journey and processes applied by Customer Care Team inside out

-Drive your projects from data driven business cases

-Gather Customer Care feedback to make sure we keep capturing the Customer Voice and address projects in the right priority order

-Find smart and efficient ways to report blockers to the Customer Care team allowing them to quickly find solutions

-Document our process library to help our Customer Care agents apply clear guidelines

-Find the right balance between short term quick wins and long term key foundation projects

-Macros / templates: adjust all "draft response" to our customers

-Benchmark: benchmark competition and look for best practices

-Charter: adjust our quality charter / Customer T&Cs to make our processes compliant

-Build strong relationship with the other team members of the Customer Care team and the training team to fully leverage the impact of processes over Customer Care performance

You’re At The Right Place If: ⭐

You have excellent writing and speaking skills in English(e)Speaking/writing another language is a plus (French, German, others) !
You ideally have a prior experience in Customer Care / service
You have strong project management skills
Numbers and Excel don't scare you at all :) and are eager to learn more about it
You also are proactive, detail oriented, autonomous & rigorous !

About the internship:

- Starting date is in January, 2023

- Duration : 6 months (until July 2023)

- Location : Bordeaux, France

--> You must have an internship agreement provided by your current school.

Recruitment Process:

- HR Interview with Julie, Talent Acquisition Specialist

- Technical test (home assignment)

- Technical interview with Margaux - Senior Process Manager

- Cultural and team fit interview with Virgile, Senior Lead Care 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(e)It counts!