Customer Service Manager

il y a 1 semaine

Paris, France Agapée Temps plein

Agapée recrute un(e) Customer Service Manager (H/F) pour rejoindre nos équipes. Poste basé à Paris 2e, à pourvoir dès que possible. Objectifs du poste Dans un contexte de croissance, le/la Responsable du service client / Customer Service Manager a pour objectifs : Garantir des réponses rapides et qualitatives Manager l’équipe de chargé·e·s de service client (3 personnes) Préserver et améliorer l’e-réputation de la marque Faire évoluer le service client en lien avec les nouveautés d’Agapée Assurer un reporting clair des KPI du service client Missions principales Opérationnel — Relation client (80 %) Traitement quotidien des demandes clients (tickets, emails, messages) via Gorgias Gestion des tickets complexes : remboursements significatifs, litiges, sujets douaniers Participation opérationnelle renforcée en période de forte activité Amélioration continue & e-réputation (10 %) Contribution à l’amélioration continue : mise à jour des process et policies (Notion, Gorgias, site web) Suivi de l’e-réputation (Trustpilot et CSAT) Suivi et analyse des KPI du service client Management & organisation du service client (10 %) Encadrement et accompagnement des 3 chargé·e·s de service client Organisation de l’activité et priorisation des sujets Organisation & interactions Vous travaillerez en direct avec la Responsable Expérience Client et en lien étroit avec l’ensemble des pôles (Produit, Logistique, Marketing, E-commerce, B2B etc) Poste à forte dimension opérationnelle, avec un rôle clé de structuration et de management. Profil recherché Expérience confirmée sur un poste similaire en service client Excellent niveau d’anglais à l’écrit comme à l’oral (une autre langue est un plus) Maîtrise d’un outil de service client type Gorgias (ou équivalent) Excellent relationnel, sens du service et présentation soignée Personne responsable, autonome, attentive à la qualité d’exécution et aux détails Esprit “doer” : structuré(e), rigoureux(se) et très opérationnel(le) Capacité de priorisation, d’analyse et esprit de synthèse Process de recrutement 1️⃣ Call d’introduction — 15 min 2️⃣ Étude de cas en présentiel (bureau) — 1 h 3️⃣ Fit culturel avec des membres de l’équipe — 1 h Lieu : 75002 Paris Contrat : CDI Début : ASAP Langue du poste : Français #J-18808-Ljbffr

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