In less than a decade, ManoMano has become a key player in the home improvement and renovation sector.
Launched in 2013, ManoMano is the reference online marketplace for DIY, home improvement and gardening. Co-founded by Philippe de Chanville and Christian Raisson, ManoMano brings together the largest offer of DIY & gardening online products: electricity, plumbing, hardware, frames, indoor and outdoor furniture, tools, etc. With more than 2 600 seller partners and 7,5 million products, ManoMano currently employs 600 people and operates in 6 markets (France, Belgium, Spain, Italy, Germany, United Kingdom).
Motivated by the prospect of improving the living environment of their customers and convinced of the importance of the home market for sustainable consumption habits, the ManoMano teams want to help write a new page in their industry, which is struggling to reform itself. ManoMano brings to a highly technical world the power of its sector expertise, combined with that of data and digital in all its dimensions, to offer our customers easy access to innovative advice, products and services 100% online.
The ambition of the Founders and, above all, of Manas & Manos? To accompany this sector transformation with a strong culture of boldness, in an ingenious and frugal organization that places people and teams at the heart of the company's development.
CONTEXT
The Customer Service Specialist is responsible for complex customer inquiries (after-sales) and for special tasks such as PayPal, Klarna, Fraud, MF (ManoFulfilment), Customer Care Payments (Payments/refunds), Customer Reviews, Social Media and shows a special level of proactivity.
The main tasks are PayPal/Klarna and escalations, as well as supporting other agents and training new CS agents.
MISSIONS
- Taking over complex customer requests from other agents
- Distributing and processing PayPal and Klarna cases
- Taking initiative on daily incidents and improving processes
- Handling escalations
- Possible telephone support during peak season to ensure compliance with KPIs
- Help and support with questions from other agents
PROFILE
- Native French speaker or bilingual
- Experience in customer service
- Have a customer solution-oriented attitude
- Achieving the qualitative and quantitative goals set by the manager
- Mastering the department's expertise, tools and processes
- Excellent interpersonal skills
- Ability to listen, communicate and understand
- Have good stress resistance
- Assertiveness and the ability to deal with customers' emotions
- Time management and organization
- Ability to adapt to different situations with diverse customers, including sensitive customers
