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Project Manager - Customer Care Intern

Back Market

Back Market

Customer Service, Operations
Bordeaux, France
Posted on Wednesday, June 5, 2024
Back Market is the world’s leading refurbished electronics marketplace with a team of 650 people, powering operations in 21 countries (and counting!).

Named one of the World's Most Innovative Companies by Fast Company in 2019 and again in 2021, our mission is simple: empowering people to consume tech sustainably by offering folks a high quality, accessible, and more eco-friendly alternative to buying new electronics. Why? Refurbished tech helps lower our collective environmental impact . We have indeed contributed to avoid the production of more than 1,000,000 tons of CO2e worldwide since our launch in 2014.

Be part of an exciting and growing international adventure that will change the way the world consumes tech.

96% of consumers declare that Customer Service reliability is the main factor in the loyalty they give to a Brand. With Customer Care by Back Market (CCBM), we handle 100% of customer contacts to ensure all our customers have the best customer service experience they deserve and that they have no more reason to buy new. In the meantime, we designed CCBM to alleviate Sellers from after-sales workload thanks to a trusted, low-touch, and high-value service.

The internship is for six months within the CCBM Operations team composed of 10 international people (Spanish, English, American, Dutch, French…) working transversally with multiple internal teams (Product, Design, Data, Supply, Quality).

Your mission, if you accept it !

  • [PROJECT AI x Customer Care. You will be in charge of defining and implementing the most efficient and lean processes to grow and control the usage of Gen AI within our Customer Care Workforce.
  • You will schedule and organize the deployment of AI tooling among our agents, being the main point of contacts between Tech & Product team and Care Agents
  • You will build clear guidelines to support Care Agents in their day to day usage.
  • You will gather feedback from Care Agents and turn this into actionable insights to build a road map to improve the process and create new use cases.
  • You will monitor the impact of this project on a set of KPI and report internally the weekly performance as well as share any learning to feed the Care team.
  • You will progressively onboard on other transverse projects and contribute to the bigger road map execution.
  • [PMO - Transverse Animation]
  • Weekly Business Review : You will monitor and report weekly on the operational performance of the service, and actively participate in the weekly review to share insights to the team.
  • You animate the meeting (with the support of the PMO) and ensure the follow up of action items decided during the meeting with key stakeholders.
  • Monthly Department Review
  • This is a monthly event where we review the overall performance of the service (both Ops and Tech)
  • You will be in charge of consolidating inputs from the team and selecting the most valuable ones to be highlighted during the meeting with top management.

You’re At The Right Place If:

  • You are a problem solver, you have a high level of determination and a “can do” attitude
  • You are data driven, you know how to conduct analysis with Excel, BIG Query is a strong plus
  • You have good communication skills, you are able to animate a meeting with various stakeholders
  • You have excellent writing and speaking skills in English, bonus if you speak another language.
  • You have a successful first experience as a project manager

About the mission :

  • Starting date is July 1st
  • Duration : 6 months
  • Full-time
  • Location : Bordeaux, France

Recruitment Process :

  • Interview (Video call on Zoom) with Fleur, Talent Acquisition Specialist
  • Technical test (Home assignment)
  • Technical fit Interview (Video call on Zoom) with Camille (Senior Lead Customer Care Operations)
  • Cultural fit Interview (Video call on Zoom) with Vivien (Head of After sales 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. 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.

Back Market is helping to address one of the biggest challenges of our time: climate change. We take this so seriously that we were awarded status as a “Société à Mission”, or company with a social mission, by the French government. We know we can’t tackle a global problem without a globally representative team so we are committed to embedding diversity, equity and inclusion principles in every aspect of our organization. But more importantly, being One Loving & Free Spirited Tribe is in our DNA as it is one of the five foundational values of our company since we got started way back in 2014. We are committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives. We know our lofty goals cannot be reached unless everyone has a seat at the table along with the resources and opportunity to grow.