Back market recrute un(e)
Project Manager Intern (Customer Experience & Process)
Stage • Montevideo, Uruguay
Cette offre est lié au département Operations interns
Mots clés:
Project manager
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.
Help us overcome a key strategic challenge for Back Market and the refurbished industry: improve the customer experience to match that of new electronics!Our vision: no more reason to buy new! We meet or exceed expectations with a seamless purchase, swift and reliable delivery, great quality items, and top-notch after-sales service.
To achieve it, we are the first marketplace to take over all After Sales service from our sellers(e)Customer Care by Back Market (CCBM) is an ongoing foundational project in line with our crazy ambition - which makes it an exciting time to join the Care department(e)Cherry on the cake? You’ll get valuable experience by leading projects with strong impact over Operations!
Your Mission (If You Accept It): 🥇
-Closely follow Customer Care Strategic KPIs (Customer satisfaction, contact rate, agents efficiency) to assess our current position and identify improvement opportunities,
-Identify and deploy projects with strong impact over the Customer Experience,
-Know our customers’ journey and processes used by the Customer Care team inside out,
-Own your projects & highlight them with 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 and help them find the right 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 foundation projects,
-Use the panel of tools at your disposal to power your own ideas: macros / templates / process updates / automations,
-Benchmark ecommerce websites and look for best practices and innovative initiatives,
-Help adjust our Quality Charter / Customer T&Cs to keep our processes compliant,
-Build strong relationships with members of the Care, Training, Supply and Product teams (and more!) 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 !
- You have strong project management skills and a collaborative spirit
- Numbers and Excel don't scare you at all :) you are data-driven, and are eager to fine tune your analytics skills!
- You ideally have prior experience in Customer Care / service (not mandatory) - A good understanding of the digital business/ about the e-commerce sector is a big bonus!
- You are proactive, detail-oriented, autonomous & fun to work with!
- You ideally are curious about the tech and/or refurbished industry
About the internship:
- Starting date is in January, 2023
- Duration : 6 months (until end of June / July 2023)
- Full-time internship
- Location : Bordeaux, France
--> You must have an internship agreement provided by your current school
Recruitment Process:
- Interview (Video call on Zoom) with Julie, Talent Acquisition Specialist
- Technical test (Home assignment)
- Technical fit Interview (Video call on Zoom) with Romain or Alix - Process Managers
- Cultural fit Interview (Video call on Zoom) with Camille (Senior Lead Customer Delight Manager) or Virgile (Senior Lead Care Ops)
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!
- 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.
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