Digital Customer Service Manager
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Société :
Back Market
Publié le :
24 novembre 2020
Type :
  • CDI
Compétences :
Service client & e-reputation, réseaux sociaux
Poste à pourvoir à partir de :
7 décembre 2020
Votre mission
  • Manage a team of 6 (super) Back Makers ;
  • Write and spread the team vision and values ;
  • Monitor e-reputation to make sure BM public visibility on Public Channels is great: use the most efficient tools (SaaS messaging hub, Social Listening, legal platform) to share your vision and action plan to improve drastically our e-reputation ;
  • Work closely with the Marketing and Brand teams to define the strategy for each public resolution platform, for each country where BM is ;
  • Set up necessary KPIs to monitor your efficiency (for instance; answer time, good/bad reviews, conversion rate post public resolution) ;
  • Give an overview of these KPIs and e-reputation to all Back Makers to show how all is under control ;
  • Embody the Customer Care of Back Market in the public place thanks to a special tone of voice, a special attention to all customers feedbacks and a detail oriented ;
  • Deal with corner cases in order to duplicate the solution for all our dear customers ;
  • Work closely with the Legal team to provide the best answer to our contacts on high sensitive cases (DGCCRF, legal claims…).