Customer Support Manager

Il y a 5 mois


Paris, France BIBAK Temps plein

**Qui sommes-nous ?**

L’ère est au réemploi  Parce que le recyclage ne suffit plus, il faut trouver des solutions. En parallèle, la législation contraint le secteur alimentaire à passer au réutilisable, BIBAK leur permet une transition du tout jetable au réemploi.

BIBAK (ex-La Consigne GreenGo) est une solution tech industrielle pour faciliter le retour des contenants et maximiser leur réemploi. BIBAK propose aux restaurateurs et consommateurs une alternative viable et facile (enfin) aux emballages jetables qui peuvent désormais rendre leurs emballages rapidement et recevoir instantanément le montant de leur consigne dématérialisée sur différentes plateformes de re-crédit. Notre ambition est d’engager un large mouvement pour faire du retour des contenants une action quotidienne.

Depuis 2018, nos clients grands comptes de restauration n’ont pas attendu la loi AGEC pour s’engager (Sodexo, Compass, Elior, API Restauration, etc.). Et ils sont de plus en plus nombreux à rejoindre le mouvement Bring it Back partout en France Les possibilités de croissance sont multiples, tant l'usage unique s’est immiscé partout dans le secteur Notre ambition est de devenir le premier acteur de la consigne alimentaire en France et nous avons besoin de nouveaux talents pour y arriver

**Notre équipe**

**Votre mission**

Au sein du pôle Opérations et sous la responsabilité du Customer Support Manager, ton objectif principal est de maximiser la satisfaction des clients et utilisateurs de BIBAK et de contribuer à l’amélioration continue du Service Client.

En contact direct avec nos clients, nos utilisateurs finaux et les équipes internes, ton rôle consiste à:
Gérer le SAV auprès des clients professionnels (téléphone, mail, intervention physique) et des particuliers (mails).
- Apporter une assistance technique et opérationnelle aux demandes entrantes des clients (grands comptes, restaurateurs, magasins), des utilisateurs finaux et de l’équipe interne.
- Créer et gérer les demandes le plus rapidement et efficacement possible en garantissant la satisfaction des clients et en transmettant les tickets techniquement complexes à l’équipe spécialiste.
- Suivre les demandes des clients et les tenir informés de l’évolution de la prise en compte de leurs demandes
- Intervenir sur le terrain pour résoudre le problème quand c’est strictement nécessaire.

Contribuer à l’amélioration continue des outils de SAV et de suivi client ainsi qu'à l'amélioration de la solution BIBAK.
- Documenter les bugs, les soucis opérationnels et les interventions techniques.
- Analyser les performances du Service Client et participer à l’amélioration continue des outils et procédures SAV
- Identifier et remonter des améliorations produit en lien avec les bugs majeurs.

**Profil recherché**
- Idéalement, tu as déjà une **première expérience en relation client** (vente, administration des ventes, service client).
- Tu as un **excellent relationnel** et tu sais faire preuve d’écoute et d’empathie.
- Tu as une appétence pour les solutions et produits tech
- Tu aimes aussi **résoudre des problèmes.**:

- Tu as une **expression écrite et orale parfaite.**:

- L’idée d’intervenir sur le terrain te séduit.
- Rythme d'alternance souhaité **:3 semaines / 1 semaine ou 4 jours / 1 jour**.

**Candidature et déroulement des entretiens**
- 1 entretien au téléphone ou en visio-conférence avec notre Chargée de Recrutement
- 1 entretien en physique ou en visio-conférence avec notre Customer Support Manager
- 1 entretien en physique ou en visio-conférence avec notre Team Lead Customer Support et notre Customer Support Manager
- Welcome aboard 

Type d'emploi : Alternance

Programmation:

- Du lundi au vendredi

Lieu du poste : Télétravail hybride (75009 Paris)



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