Job Description 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 possible customer satisfaction. Responsibilities: · Monitors performance of customer service team (30 – 50 agents) on the market level based on the KPIs agreed: CSAT, AHT, ACW, FCR etc. Drives performance improvement where relevant. · Handles sensitive customer complaints. · Manages customer review pages and other external platforms relevant to the market in the market language (Trustpilot, etc.). · Monitors and provides insights regarding market specific customer service trends and best practices. · Subject matter experts in customer journey on the market level (for example, specific/ preferred contact channels, payment methods, communication style preferences, etc.) · In charge of customer service initiatives implementation on the market level. · Delivers relevant input in other disciplines (e.g. Direct Marketing, Delivery teams etc.) in order to minimize incoming customer queries and to stimulate continuous improvement.