E-commerce Customer Support - Bioggio, Schweiz - Guess Europe Sagl

Guess Europe Sagl

Geprüftes Unternehmen

Bioggio, Schweiz

vor 1 Woche

Geschrieben von:

Lena Schneider

beBee Recruiter

Beschreibung

Established in 1981, GUESS began as a jeans company and has since successfully grown into a global lifestyle brand. Guess?, Inc.

designs, markets, distributes and licenses a lifestyle collection of contemporary apparel, denim, handbags, watches, eyewear, footwear and other related consumer products.

Guess? products are distributed through branded Guess? stores as well as better department and specialty stores around the world.

As of January 30, 2021, the Company directly operated 1,046 retail stores in the Americas, Europe and Asia.

The Company's partners and distributors operated 524 additional retail stores worldwide.

Position:

PURPOSE OF THE JOB

The E-Commerce Customer Support & Quality Assurance Intern has the responsibility to monitor the quality of the service offered to GUESS customers across all channels and to offer the best-in-class experience throughout the customer lifecycle and improve customers' satisfaction.

CORE JOB RESPONSIBILITIES

Cooperate with the CEM team in order to provide the bestinclass customer service enhancing customers' satisfaction
Perform mystery calls, customer service and personal shopper chats in order to verify the quality and consistency of the answers received
Monitor outsourced customer service performances, highlighting areas where a more focused training on procedure is required
Monitor website customer care and FAQ sections, after purchase comments and surveys studying alternatives to provide the most satisfactory and valuable replies to endusers and be sure that the contents are always updated
Bring new ideas to improve the customer care assistance (improvements on existing services, new services), doing benchmarks, collecting the necessary information to proceed with the integration and cooperating with involved departments
Assist the CEM Supervisor with projects in customer care area
Assist and support the CEM Supervisor in preparing reports and analyses upon request
Monitor general contents of the website (translations of homepage, banners, product descriptions, etc.) and get in touch with the responsible team in case adjustments are needed
Support the CEM Team, Operations & Frauds Specialist in drawing up and updating manuals for customer service
Support the CEM Team in responding promptly to customers' requests in case of need

Requirements:

Required Languages:
Excellent English and Italian
Very good knowledge of at least one more language among French, Spanish, German, Dutch, Polish, Turkish or Greek. Any additional language is a plus
Good computer skills (Office suite, Internet browsers
IE/FF/Chrome)
Well organized, selfmotivated and able to multitask within a fastpaced environment
Excellent execution, high respect of deadlines and good level of proactivity
Sense of ownership and pride in the performance and its impact on company's success
High results orientation and bias toward action
Capability of adapt to changes and work under pressure
Critical thinker and problemsolving skills
Attention to detail. Excellent analytical and time management skills
Capability to work under strict, short deadlines
Team player, ability to work independently and customer oriented
Excellent oral and written communication skills with both internal and external speakers
Able to communicate and cooperate within the department
Flexibility with working hours

Other information:

If you want to start making a difference from the beginning of your career, you have found your place, Guess is your company and we are looking for you Does it sound good to you? Are you ready?