Job Description
We are hiring for "Assistant Manager - Customer Experience" For ZARA.COM :
Roles and Responsibilities:
- Management of an outsourced contact center, including all operational processes, contract KPIs, SLAs, team structure, billing and service capabilities function effectively and efficiently.
- Provide directions for the delivery of pre- and post-sales services and support to customers according to the company procedures, for both the online business and physical stores one.
- Give training to the contact center team to make sure they meet above guidelines
- Quality monitoring of the contact center service
- Daily, weekly, monthly and yearly reporting of different kinds to analyze the different KPIs as well as to find areas of improvement
- Analyzing the datas gathered to proactively communicate with other departments for prevention/correction/improving processes
- Act as final point of escalation for team for complex customer issues or platform related issues
- Close cooperation with transport and logistic areas, to ensure a complete and satisfactory customer experience, as well as with other areas involved, such as product management team, marketing, IT and legal department
- Order monitoring to be able to solve any possible incidence before it affects the customer
- Payment and refund status monitoring, to avoid negative impacts on the customer
- Web content review
Candidate profile (male / female)
- Business degree or Master, Business related is preferred
- Self-motivated and independent worker.
- Possess good verbal and written communication skills.
- Must be fluent in English and Mandarin (ability to speak and write)
- Data tools knowledge
- Multitask worker and open minded to adapt to the market fluctuations in order to take advantage of them
- Positive and hardworking
- Wiling to visit the call center on a weekly basis
*DISCLAIMER: We indulge in direct recruitment and do not charge / accept any amount or security deposit from job seekers during the selection process or while inviting candidates for an interview.*