Join the CARE team, the first point of contact for our clients and the backbone of FEMPO’s success. At CARE, we make sure that the community remains at the heart of the company’s strategy and we do our best to ensure that everyone we come into contact with has a top experience on all of the brand’s communication channels.
We are looking for someone able to engage and retain the FEMPO community via all contact channels, giving the maximum during each exchange with our users.
Of course, at FEMPO training is continuous and you will have a FEMPO referent who will accompany you throughout your experience.
Your mission:
Respond autonomously to customer emails, moderate customer requests on social networks (FB, Instagram, Twitter, Youtube) to inform, help, engage and retain customers of the FEMPO community.
Moderate customer reviews (Google Reviews, Trustpilot) to transform the maximum number of dissatisfied customers into customers who are ready to try the FEMPO experience again.
You will have to be available on weekends (Saturday and / or Sunday) to ensure a continuous egg service throughout the week!
Your first goals will be:
- Within 1 week (after training): master all N1 requests from our care department (pre-sales, order tracking, returns and refunds, order preparation error, etc.)
- Within 2 weeks: control all customer requests from pre-sale to post-sale, including defective product management, product use or even logistical blunders, for example!
- Within 3 weeks: master all customer requests independently, as well as moderation of social networks
- Within 1 month: use your strength to provide feedback on all customer feedback that could improve the service, and above all increase FEMPO’s growth
- At least 2 years of experience in a similar position for an e-commerce company
- Advanced knowledge of Customer Service tools and software
- You are flexible and autonomous
- You are organized and ambitious
- Your French & English are fluent in writing and speaking and maybe you even speak other languages
- You are surely many other qualities but it will already be great!