Customer Care Support
Il y a 6 mois
Sous la responsabilité du Customer Care Manager, vous assurez la gestion opérationnelle des demandes de niveau 2 (sensibilité juridique et/ou escalades).
Dans le cadre de l'accompagnement des centres de contacts, vous gérez/analysez les demandes pouvant présenter un risque qu'il soit juridique ou en terme de satisfaction, réputation.
Vos missions principales contiennent des sujets aussi variés que:
Formation (process et juridique), accompagnement et monitoring de:
- La cellule niveau 1 : Chargé des réclamations clients finaux
- La cellule niveau 2 : Chargé des courriers pré contentieux (Avocat, conciliateur de justice, protection juridique, association de consommateurs) et des plateformes pré contentieuses.
Gestion opérationnelle des courriers reçus au siège (réclamations, contentieux).
Gestion des litiges liés à la responsabilité produit.
Gestion de l'activité « Customer Care » englobant:
- La prévention des cas litigieux : Anticipation des dossiers à risque selon les parcours clients SAV,
- L'analyse et le traitement des litiges clients (réclamations clients et enquêtes de satisfaction),
- L'amélioration des processus internes via le partage des retours clients au sein des Divisions Service.
- Parcours universitaire ou expérience professionnelle juridique minimum,
- Au moins une expérience avec un contact client direct est un plus,
- Anglais courant,
- Aisance à l'écrit (pédagogie, qualité de rédaction, conversion d'un contenu technique/juridique en un contenu client),
- Approche client forte et sensibilité au service client,
- Curiosité et flexibilité,
- Autonomie opérationnelle : Pragmatisme et goût pour l'opérationnel,
- Bon relationnel et aisance pour échanger avec des profils métier très différents,
- Rigueur, proactivité, réactivité et résistance au stress.
Notre client est un acteur majeur du secteur de l'électronique grand public.
Expérience et formation aux process d'un grand Groupe leader dans son secteur.
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