customer care operations intern

Back Market is the #1 marketplace for refurbished electronic devices in Europe and in the US, leading the way in a shift towards a circular economy, freeing the planet from electronic waste. We are proud to sabotage ‘new’ by connecting highly certified professionals to consumers who are looking for a more affordable, reliable and an ecological alternative to purchasing brand new products. Back Market is undergoing meteoric growth and has raised over 884M€ already! We have the objective of reaching 1000 Back Makers (or Saboteurs) by the end of 2022! We are thrilled to have an inclusive, fulfilling and caring work environment in all our offices (Paris, Bordeaux, Barcelona, Berlin, London, Prague, New-York and Tokyo). This is an opportunity for you to join a talented, humble and passionate team at the heart of innovation. Be a part of the movement. Join the refurb revolution. THE SEASON IS OPEN FOR INTERNSHIPS IN #CUSTOMERCARE FOR JULY 2022! Great news - we are opening our campaign for July Interns 2022 and since you're here we bet you're curious about joining the human resource field. Why not become a Saboteur and learn from the best at Back Market? What's in it for you? You will be able to build something you're proud of, not to mention you will be a part of something that is inspiring by itself - a sustainability driven business model. Our internship program will challenge you by giving you ownership of dedicated projects and the space to start your own initiatives to completion with the support of the managers & the team. Who are we looking for? We’re looking for dreamers that are makers, people that want to make a change, that are eager to learn, grow and make things happen. If on top of that you have an itch for technology, the circular economy, and are a team player you will feel the vibe with us. Outsourcing Team of Customer Care Delivering top-quality customer experience is pretty much essential for Back Market - we do have to convince a looot of people to change their consumption habits, don't we? Our Customer Care is already remarkable, while they would be even better-so if they would find an intern in their Outsourcing team :) These super stars are working with our partners that we outsource in some of our Customer Support levels. They would be happy to welcome an addition to the team in Bordeaux office for July ! Could this be you? Keep reading :) YOUR MISSIONS, IF YOU ACCEPT IT: * Monitor and alert in real-time on the quality of service delivered to our customers and merchants, thanks to a perfect mastery of our tools and KPIs * Optimize the KPIs required to manage activities and Challenge our Care Providers * Cooperate with our Care providers on a daily basis (operations & performances) * Think about and implement action plans quickly to improve the quality and productivity of our Care agents * Be critical and proactive in the organization to find the most suitable solutions and make the right decisions * Make sure partners have all the materials they need to improve their performance (dashboards, KPIs, files etc.) * Ensure that the forecast and the budget are respected YOU'RE AT THE RIGHT PLACE, IF: * You are in your Master degree, Engineering or Business School * You are familiar with Office and in particular, Excel to manipulate data * You have an entrepreneurial spirit, you are open-minded and you want to surpass yourself * English is a no brainer for you, French is a plus- you will have to work with English speakers and will be surrounded by French speakers * You are a leader at heart, you like to lead teams to a common goal * You are committed to taking care of our providers and helping them best represent our brand and making our customers (and our refurbishers) happy * You like to do concrete things and get your hands dirty * You know how to prioritize and take care of details * You are eager to learn and you want to immerse yourself in a very, very fast-growing startup 1. HOW CAN I BEST PREPARE FOR THE INTERVIEWS? Research. There’s blogs, there’s social media accounts, there’s a lot to discover and, believe us, that information will not go unnoticed in the interviews. Practice. It’s not a secret that a question “please introduce yourself” is something that will be the start of many interviews and this is surely something you can prep for, it will ease your stress! 2. How do I know which team I’ll be allocated to? Which city? Some teams are based in Paris, some in Bordeaux, therefore, it depends on this. You can share your flexibility in the application. Paris office (199 rue Championnet 75018) & Bordeaux office ( 123 Rue Lucien Faure, 33300). The offices are brand new & top-notch, I promise you :) 3. WHAT IS THE APPLICATION & RECRUITMENT PROCESS? The application is straight forward - you attach your CV and answer some filtering questions. You choose the language you prefer to use in the conversations, except the initial call with HR. The rest of the process: * 30 min HR call with the recruiter (in English); * 48 hours to work on a technical test; * 30-45 minutes interviews (one of couple) to meet the team & evaluate your skills and cultural fit 4. Is the internship paid? What else is in the package? Yes, indeed, the internships are paid. You also get meal vouchers, 6 days off throughout the 6 months & support for public transport expenses. And some discounts on Back Market’s platform, bien sûr! 5. How are the interviews conducted? Phone call with the recruiter and then video calls (we use Zoom!). 6. How are you dealing with the pandemic? We coordinate the capacity of our offices to be careful & respectful to the national recommendations. Currently we are coming 2x/week to the office & constantly adapt to whatever the latest recommendations are. Internships cannot be full-remote (unless absolutely necessary due to the pandemic). 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, equity, multiple benefits (meal tickets, health insurance, etc...), parental benefits, relocation package, internal events, etc… * Be in an environment where you can make a difference: you will have the freedom to innovate and adopt new ideas! * Grow your career with a flexible career path, Back Market can help you evolve! * 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.