Internal Care & eReputation Specialist (US Market)

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;
• Play a crucial role 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: ⭐

• 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.