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