Back Market
Back Market is undergoing meteoric growth and has raised over 335M€ already! We have the objective of reaching 650 Back Makers (or Saboteurs) by the end of 2021!
We are thrilled to have an inclusive, fulfilling and caring work environment in all our offices (Paris, Bordeaux, New-York, Prague and Berlin). 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.
3 teams are opening a spot for Process & Training Manager Intern in Bordeaux starting July!
Quality & Customer Care Department
The mission is to make sure our customers have the best user experience and that they have no more reason to buy new. This means the customer experience must match (or beat!) buying brand new products at every step of the way, 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 sales service, if necessary.
What would a Process & Training Intern do??
A key part of your mission will be to help our customers have a smooth journey with Back Market, in every country where we are present. You will be responsible to define new processes & improve existing ones to ensure our customer experience is best in class. You will also have to relay these processes over to our Customer Care Agents and monitor their impact on key performance indicators. Depending on the team who you will be attached to, you could be focusing on delivery, repair and/or refund issues.
Your Missions, if You Accept it:
- To closely follow and contribute to improve Customer Care Strategic KPIs (Customer satisfaction, agents efficiency) by identifying, leading and deploying projects with strong impact over Customer Care performance
- To know the customer’s journey and processes applied by Customer Care Team inside out
- To drive your projects from data driven business cases
- To gather Customer Care feedback to make sure we keep capturing the Customer Voice and address projects in the right priority order
- To find smart and efficient ways to report blockers to the Customer Care team allowing them to quickly find solutions
- To document our process library to help our Customer Care agents apply clear guidelines
- To find the right balance between short term quick wins and long term key foundation projects
- Macros / templates: adjust all “draft response” to our customers(not just translation but making sure we change our response and processes to provide the right response at the right time
- Benchmark: benchmark competition and look for best practices
- Charter: adjust our quality charter / Customer T&Cs to make our processes compliant
- Build strong relationship with the other team members of the Customer Care team and the training team 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 and French
- You’re about to graduate from a business or engineering school and are looking for an end of study internship
- You have prior experience in Customer Care
- You have strong Project Management skills
- Numbers and Excel don’t scare you at all 🙂
- You also are proactive, detail oriented, autonomous & rigorous !
- 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!
- 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 🙂
- 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
- 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!
- How are the interviews conducted?
Phone call with the recruiter and then video calls (we use Zoom!).
- 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 ? ✌?
Back Market can offer you the opportunity to gain invaluable experience in a scale up environment where everyday you can make a difference.
With endless learning and growth opportunities, at the end of your internship you will be autonomous and ready to launch your career.
We pride ourselves on having a supportive and open environment to help nurture and develop the skills needed for personal growth.
Be prepared to have a lot of fun, we are an international, fast paced, open minded and friendly environment.
Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.
To apply for this job please visit jobs.lever.co.