E-commerce Customer Support

vor 1 Monat

Bioggio, Schweiz Guess Europe Sagl Vollzeit

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 best-in-class 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 end-users 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, self-motivated and able to multitask within a fast-paced 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 problem-solving 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 co-operate 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?

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