Customer Support Agent (F/M)

Founded 17 years ago, Recommerce Solutions' mission is to enable the circular economy and make a positive impact on the climate and the environment.

The company is experiencing strong growth, already reaching over €210M in revenue, and counts more than 250 employees—the Recommercants—spread across 10 European countries.

Recommerce is the expert in the trade-in, refurbishment, and resale of smartphones and other electronic and high-tech products. We give products a second life through innovative technologies and methods, from collection to resale.

We work with the largest European operators (Vodafone, Orange, T-Mobile…), retailers (Boulanger), e-commerce players (Amazon), and OEMs (Samsung, Microsoft…). We market our products in more than 25 countries across Europe and worldwide.

Because "giving meaning" is paramount to us, our solutions and processes are designed to actively contribute to sustainable development. 🌱

✨ Join us and become a Recommercant to:

• Act directly on the environment in a positive way by reducing the ecological impact of our footprint;

• Work as a team on projects aimed at revolutionizing our consumption patterns;

• Be part of a team that shares the same values: the pursuit of excellence, humility, caring about others and the future, while always remaining optimistic!

• Feel good at work: a strong focus on work-life balance, a workspace designed for our teams, a continuous quest for improvement in our processes, management, and working methods, and a true desire to RE-center the human element.

Because we believe that diverse talents are our strength, we review every application with equal care. Our positions are open to everyone and are part of a proactive policy to welcome people with disabilities.

If you need any specific accommodations to complete your interviews under the best possible conditions, please do not hesitate to let us know: we are here to help!

👉A bit of context :

You will be joining our team at a pivotal moment as we are actively scaling our operations to handle increased customer volume and enhance the quality of our service. Your role is central to maintaining our reputation by providing timely and effective solutions to our customers, transforming their challenges into positive experiences.

🚀Your missions :

• Be the first point of contact for our customers, primarily through written channels (email, social networks) and sometimes by phone, in line with our commitments (response time, relevance and quality of response);

• Resolve customer issues and answer various inquiries with professionalism and empathy.

• Monitor the handling of contentious cases and ensure that they are dealt with correctly from A to Z, focusing on the customer satisfaction.

• Help maintaining and updating training documents and various knowledge bases

• Optimize internal processes: propose and monitor improvements to procedures

• Missions may evolve according to the company's activity and customer service.

• Make outgoing calls to the Company's partners and customers, and occasionally respond to requests for scheduled calls (click-to-call, web call back) as part of sales campaigns

• In connection with the manager : monitoring service quality and maintenance in German / Hungarian (checking emails, calls and knowledge base)

🤝Our promises to you :

• We will provide you with high-quality, continuous training on our products, procedures, and best practices in customer relations. A variety of tasks where there's never a dull moment.

• You will be part of a dynamic and supportive team culture that values your input and recognizes your efforts, the customer service being a close-knit team : you will be in a warm and caring work environment

• We are dedicated to offering you opportunities for growth and development within the company based on your performance and ambitions.

🫵About you :

• You have at least 2 years of relevant professional experience in a similar role

• You are fluent in English

• You are known for your rigor, proactivity, and adaptability.

• You demonstrate strong resilience, empathy, and have excellent analytical and synthesis skills.

• You are proficient with the Google Workspace (G Suite).

• Proficiency in German or Hungarian is a significant advantage

• You have some experience with Slack, Zendesk, or CRMs (this is a plus)

Beyond skills, we are looking for someone who wants to get involved with a positive mindset. We are here to help you grow professionnally !

💡Our recruitment process :

Our commitment to you : a fast and transparent recruitment process !

• HR interview with Clothilde to learn more about you and tell you more about Recommerce

• Interview with your future manager Véronique, our Head of Customer Relations (online interview)

• Case study to be prepared at home and presented during a feedback to your manager and Léa, our Director of Digital Transformation & Customer Experience (online interview)

• Meeting with our Recruitment Manager, Yasmine (in offices meeting)

• Meeting with Augustin, our Chief Executive Officer (online interview)