Customer Care Manager with French

Job Description

As our Customer Care Manager for France, you are the direct link between customers and zooplus. Your mission is to support customers in the best possible way and ensure the highest possible customer satisfaction.

Responsibilities :

• Monitors performance of customer service team (30 – 50 agents) on the market level based on the KPIs agreed : CSAT, AHT, ACW, FCR etc. Drives performance improvement where relevant.
• Handles sensitive customer complaints.
• Manages customer review pages and other external platforms relevant to the market in the market language (Trustpilot, etc.).
• Monitors and provides insights regarding market specific customer service trends and best practices.
• Subject matter experts in customer journey on the market level (for example, specific / preferred contact channels, payment methods, communication style preferences, etc.)
• In charge of customer service initiatives implementation on the market level.
• Delivers relevant input in other disciplines (e.g. Direct Marketing, Delivery teams etc.) in order to minimize incoming customer queries and to stimulate continuous improvement.

Qualifications

Additional Information

Additional Information :

With more than 1,000 passionate professionals located across 6 European offices, we believe our success comes from working together and leveraging our international strengths. Expect a hybrid work setup : 60% in-office, 40% remote , collaborating with colleagues across locations.

Our benefits :

20% discount in our zooplus shop

Internal and external training

Team events

LI-Hybrid

28 vacation days and days off on 24th and 31st of December

Corporate rates at a local gym chain (Body & Soul)

Company mobile phone for work and personal use

Want to know more? Learn more about zooplus here , and check out our LinkedIn , Instagram , TikTok , and YouTube to get a glimpse into the zooplus culture.

zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.

zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.