• Oversee all e-commerce cases managed by the advisors ensuring a seamless experience.
• Provide advisors with guidance on client cases (returns & exchanges, payment issues, etc)
• Directly handle complaints when necessary, acting as Level 2 escalation position
• Responsible for of high value reimbursements and provide resolution regarding specific compensation for clients on a case by case basis.
• Participate in the daily/weekly morning briefings of the team and share specific information about e-commerce.
• Work with the digital team SOP updates and the Training Manager on the creation and updates to SOP user guides.
• Work closely with the eCommerce team member to troubleshoot and resolve and potential issues.
• Supervise the repair tickets for both eCommerce and Retail clients and provide instructions to the advisors and the warehouse.
• Provide the Client Service analyst qualitative feedbacks to be included in reports
• Detect early signals and report anomalies to the digital team to improve the sales & after-sales processes and, at a global level, contribute to processes & tools improvements
경력 및 자격요건
• Over 1year related experience
• Clear demonstration of a customer first mind-set
• Fluent in English
• Strong analytical skills with excellent attention to detail
• Outstanding communication skills, both written and verbal
• Highly motivated, energetic, and inspirational team leader
• Able to multi-task and prioritize competing tasks
• Proficient in Microsoft Office
• Salesforce knowledge a plus
• Previous experience in Call Center setting
기타
- 원서 마감후 1차(서류) 합격자에 한하여 개별연락
- 이력서에 연락처, 희망연봉 게재
- 해외여행에 결격 사유가 없는 자
담당업무
입사지원
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돌아가기
02-6281-5059
suepark@nterway.com
