Customer Success Manager (m/f/d)

Online marketplaces have never been this awesome.

As an e-commerce marketplace, METRO Markets GmbH (part of the METRO Group) collaborates with hundreds of partners across Europe and beyond, managing thousands of products to deliver. Our goal is to meet our customers\‘ needs while providing excellent service.

We are seeking an analytical and communicative Customer Success Manager fluent in French, responsible for ensuring high-value orders are handled properly.

Using data from our system, you will identify relevant signals and respond promptly. You will proactively monitor high-value orders, deliver exceptional customer service to our global clientele, resolve customer issues, and provide product knowledge and guidance.

Your future responsibilities:

1. Tracking data for high-value orders in internal systems and reacting accordingly.
2. Handling 3rd level requests, including claims & complaints, escalations, warranty, and special requests.
3. Proactively monitoring cases and communicating with customers.
4. Managing negative customer reviews.
5. Serving as the point of contact for inquiries from high-value customers.

You\’ve got

• Proven experience in customer service.
• Strong written and oral communication skills.
• Conflict management and problem-solving abilities.
• Excellent interpersonal skills and ability to work effectively in dynamic teams.
• Confident, driven, assertive, and proactive attitude.
• Proficiency in Excel and PowerBI.
• Analytical skills for root cause analysis.
• Native or fluent French language skills, with professional proficiency in English (essential).
• Italian language skills are highly beneficial.
• Previous experience in e-commerce customer service is preferred.

We offer

• Innovative products and exciting career opportunities in an agile, start-up-like environment.
• A diverse, international team of over 70 nationalities.
• Flexible working hours, hybrid work options, and a flexible home office policy.
• 30 days of vacation annually.
• Support from METRO Group, our parent company.
• Discounted shopping with Metro Card & company discounts with renowned brands.
• Programs like JobRad and JobTicket for commuting.
• Health and wellbeing support.
• Language course subsidies for professional growth.
• Attractive referral programs.
• Team events, meetups, and tech talks.
• And much more.

We are creating the future of B2B commerce by providing a platform for business relationships. Our marketplace enables millions of business owners worldwide to focus on what they do best—delighting others.

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