Customer Care Manager with French (All Genders)

Customer Care Manager with French (All Genders)

Position Type: Full-time

More than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.

We\’re on a mission to create joy for pets and their parents, driven by our core values of Care , Courage , Openness , and Simplicity . At the heart of everything we do, they inspire us to grow, raise the bar for our customers, and fuel a pet-first business.

As our Customer Care Manager for France, you are the direct link between customers and zooplus. Your mission is to support customers in the best possible way and ensure the highest customer satisfaction.

Responsibilities:

1. Monitor the performance of the customer service team (30 – 50 agents) based on KPIs such as CSAT, AHT, ACW, FCR, and drive improvements as needed.
2. Handle sensitive customer complaints.
3. Manage customer review pages and other external platforms relevant to the market (e.g., Trustpilot).
4. Provide insights on market-specific customer service trends and best practices.
5. Serve as a subject matter expert on the customer journey within the market (preferred contact channels, payment methods, communication styles, etc.).
6. Implement customer service initiatives at the market level.
7. Collaborate with other departments (e.g., Direct Marketing, Delivery) to minimize customer queries and promote continuous improvement.
8. Experience in managing customer service teams and working within an e-commerce environment.
9. Proficiency in English and French languages.
10. Excellent communication skills and strong empathy.
11. Ability to balance customer needs with business priorities.
12. Strong analytical skills.
13. Adaptability to changing business requirements and a proactive attitude.

Additional Information:

With over 1,000 professionals across 6 European offices, we believe our success stems from collaboration and leveraging our diverse strengths. Our work setup is hybrid: 60% in-office, 40% remote .

Our benefits include:

• 20% discount in our zooplus shop
• Training opportunities
• Team events
• #LI-Hybrid
• 28 vacation days plus days off on December 24th and 31st
• Corporate gym rates
• Company mobile phone for work and personal use

Learn more about zooplus on our website and follow us on LinkedIn, Instagram, TikTok, and YouTube to get a glimpse into our culture.

zooplus is committed to equal opportunity and values diversity and inclusion among all team members.

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