Digital Promotions Specialist
Vor 3 Tagen
Team for Career Site
Customer Service
In short
At On we don't call it Customer Service – we're Happiness Deliverers – and our team is growing With this comes the exciting opportunity to become a part of the Digital Promotion Services Team with a focus on managing projects related to digital promotions and offering an outstanding customer experience by processing On internal issues.
Your mission
– Process ticket inquiries regarding discount codes, gift cards, and store credit and manage communication with stakeholders regarding requests, approvals, redemptions and budget allocation.
– Collaborate cross-departmentally to ensure a timely and efficient handling of promotions for global and regional campaigns, as well as specialized partner inquiries (Athlete's, Ambassadors, Partnership Coordination)
– Establish a continuous communication line with Digital Promotion Teams in other regions to ensure process alignment and sharing of best practices.
– Elaborate a cost center allocation framework for digital promotions that can be applied to global requests together with involved teams such as Partner Order Management Teams in both EMEA and other regions in collaboration with Finance & Controlling.
– Maintain accurate reports and records of promotions, ensuring their correct usage, and manage comprehensive documentation by reviewing existing guidelines and creating instructions for new processes and system features.
– Ensure the processing and handling of digital promotions are performed correctly from a system perspective and in accordance to our Sarbanes-Oxley Act controls.
– Collaborate with your team members in the performance of SOX controls and bring improvements to the control performance process.
– Act as the main contact person for ticket-related inquiries from Happiness Delivery agents about replacement discount codes and gift cards, as well as store credit refunds and assist the team in handling customer inquiries related to digital promotions.
– Collaborate with the Coaching Team and Backoffice Team to ensure knowledge sharing and keep all team members up-to-date on best practices within Happiness Delivery.
– Cooperate with Talent Operations and Talent Lifecycle Teams to provide a premium team member experience ensuring the communication flow among stakeholders and sharing responsibilities with your team members for the related operations.
Your story
– You have previously worked in a customer oriented environment and you have a passion for customer service and project management, emphasising on delivering high-class experience and improving processes
– You are confident to communicate in English, with customers but also across all levels and functions within the company (written and spoken), any other languages are a big plus
– You feel comfortable working with Email, Microsoft Office, etc. Experience with Atlassian (Confluence, Jira) is a big plus
– Ability to multi-task between different internal systems and to proactively remain organized
– You are a patient, curious, dynamic and solution-oriented person. You take on new challenges by yourself
– You have great attention to detail and organisation skills while maintaining a sense of urgency and the ability to prioritise under pressure
– You have excellent interpersonal skills with a focus on relationship building, listening, and questioning
– No problem is too big for you, you enjoy putting your analytical skills to the test and finding creative solutions
Meet the team
Being in direct contact with internal stakeholders and external partners means we are able to consistently surprise them with outstanding service. We see problems as challenges and aim to solve them in the most positive way possible. Communication and enthusiasm are key in Customer Service. Dedicated to delivering the wow, we are a passionate team that supports each other, questions the status quo and aims to constantly improve the customer and partner experience. That's why we are called Happiness Deliverers.
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