Customer Success
Il y a 7 mois
Cuvée Privée est née de la rencontre de trois jeunes femmes passionnées par le vin et la gastronomie, Marie, Morgane et Aurélie, au club d’œnologie de l’école HEC Paris. L’une d’elle étant même fille de viticulteur champenois, l’idée de raconter l’histoire derrière la bouteille prenait tout son sens. C’est comme cela que l’idée de Cuvée Privée est créée, avec le concept d’adoption de parcelles afin de consommer au quotidien ses propres produits personnalisés à son nom et dont on sait tout.
Avec plus de 40 000 adopteurs depuis son lancement, la marque enregistre une très forte croissance. La suite de l’histoire ? De nouveaux produits à adopter, de nouveaux domaines partenaires, et toujours une soif de faire découvrir au plus grand nombre l’histoire derrière la bouteille et le travail de celles et ceux qui font ces produits
Vos missions
Chez Cuvée Privée, nous plaçons la satisfaction client en top priorité : le service client est au cœur de notre activité. Chaque client doit se sentir spécial La réactivité est primordiale et l’apport d’une réponse personnalisée est indispensable. Nous recherchons donc un(e) stagiaire Customer Care & Success Manager pour nous aider à délivrer à nos clients l’expérience la plus fluide et satisfaisante possible.
Tu rejoindras notre team Customer Success Management (composée de 3 personnes) et tu auras pour mission de maximiser la satisfaction client en leur donnant le meilleur accompagnement possible.
Cette expérience professionnelle constitue une parfaite porte d’entrée pour les métiers de la relation client (vente ou customer success), et permet de développer des compétences d’écoute, des capacités relationnelles, d’introduction à la négociation et à la vente, mais aussi d’analyse, d’organisation et de gestion de projet.
En tant que Customer Care & Success Manager, au cœur du business, tu seras amené(e) à échanger avec tous les pôles (équipe commerciale, marketing, technique, etc.) et pourras ainsi parfaitement comprendre les enjeux d’une startup en forte croissance.
Les missions
**Au quotidien, assurer la relation client**:
- Fidéliser nos meilleurs clients de manière créative (cadeaux, remerciements, événements)
- Gérer les réclamations client en accordant des bons d’achat ou des remboursements
- Suivre les envois de commandes et gérer les aléas logistiques rencontrés en support du Chef de Projet e-commerce/logistique
- Alimenter et développer le centre d’aide Cuvée Privée pour accompagner nos clients dans la recherche de réponses par eux-mêmes (self-service)
- Mener les campagnes d’onboarding et anti-churn
- Faire de tous nos clients de véritables ambassadeurs de Cuvée Privée
Sur le long-terme, mettre en place un reporting & une stratégie client:
- Être force de proposition pour la mise en place d’outils et de process améliorant le service client (optimisation de la FAQ, benchmark pour développer une solution de chatbot )
- Analyser la satisfaction client par le biais de questionnaires quantitatifs et qualitatifs
Vos compétences
- Étudiant(e) en École de commerce ou équivalent
- Bonnes qualités rédactionnelles avec une super orthographe
- À l’aise au téléphone et y passer du temps ne te fait pas peur
- Sens de la relation client
- Rigoureux(se), souriant(e), patient(e)
- Très bonne organisation
- L’intérêt pour l’univers agroalimentaire particulièrement du vin est un plus
Avantages
- Des supers locaux à l’image de Cuvée Privée situés en plein coeur de Paris avec notre salle de dégustation en sous-sol et notre cave physique en rez-de-chaussée
- Accès à notre formation pour s’initier au monde du vin
- Des dégustations tous les jeudis (mais sans obligation) pour affiner ton palais avec les conseils avisés de notre caviste Antoine
- Dejs, team buidlings mensuels, afterworks, et autres events réguliers pour se retrouver entre collègues
- Au moins une visite dans l’un de nos domaines partenaires
- De supers réductions sur nos pépites en cave
- Carte Swile de 9€/jour pris en charge à 50% par Cuvée Privée
- Pass Navigo remboursé à 50%
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