Junior Internal Care & eReputation Manager (German/English speaker)

Hi, we're Back Market.

We're here to help make tech reliable, affordable, and better than new. We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new.

Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet - and consumers - a break. Our mission is simple: to do more with what we already have.

Are you ready to join us?

The Customer Care Department's mission is to make sure our customers have the best user experience and that they have no more reasons to buy new.

The customer experience must match (or beat!) buying brand new products at every step, from easily finding and buying the product, having it delivered promptly and on time, being satisfied with the product quality, and finally providing smooth after sale service.

A key part of this mission is to help our customers have a smooth journey with Back Market, enabling them to resolve most of their requests with a few clicks.

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;
• Be a key actor 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: ☆

• You are fluent in English and German;
• 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.

WHY SHOULD YOU JOIN US ?

At Back Market, we're committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives - it's one of the reasons we're such a high-scoring certified B Corp company (93.2).

No matter your role and seniority level, you'll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment - with benefits to match, like:

- A mission driven work environment where your day to day makes an impact on the planet. Seriously.

- Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days.

- Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training.

At Back Market, we strive to create a workplace that embodies the world we're trying to change. We've embedded our diversity, equity, and inclusion principles into our DNA - from dedicated staff to employee resource groups to our company values.

We know that the perfect background for a role doesn't mean the perfect fit - we encourage you to apply for a role even if you think you may not have all the qualifications.

If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.