The E-Commerce Customer Support and Quality Assurance Intern has the responsibility to monitor the quality of the service offered to GUESS customers across all channels, to offer the best in class experience throughout the customer lifecycle and improve customers’ satisfaction.
CORE JOB RESPONSIBILITIES
* Cooperate with CEM team in order to provide the best in class customer experience throughout the customer lifecycle, enhancing customers’ satisfaction and convert negative perceptions and feedbacks to positive ones
* Monitor outsourced customer service performances, getting in touch with the dedicated person for training and QA of outsourced customer service team, highlighting areas where a more focused training on procedure is required
* Perform mystery calls, customer service and personal shopper chats in order to verify quality and consistency of the answers received
* Monitor website customer care and FAQ sections, analyze post-purchase comments and surveys studying alternatives to provide the most satisfactory and useful replies to end-users and be sure that the contents are always updated Monitor general contents of the website (translations of homepage, banners, product descriptions, etc.) and get in touch with responsible team member in case adjustments are needed
* Support CEM Senior Specialist in building surveys sent out to final customers
* Always find alternatives and innovative services to improve the customer experience enhancing the services offered, doing benchmarks, collecting necessary information to proceed with the integration and cooperate with involved department/s
* Actively contribute with projects on customer care area
* Support CEM Senior Specialist in preparing reports and analysis upon request
* Support CEM Senior Specialist in providing the most accurate marketing and sales calendar to the outsourced customer service and promptly react in case particular issues are highlighted from a sales perspective
* Align with other team members making sure that most updated materials and guidelines are provided to the outsourced customer service
* Manage day-by-day external customer service escalations with correctness and consistency
* Interact promptly with external providers (customer service, warehouses, couriers and payment providers) to assure the best accurate service to customers in terms of order management, shipments, returns, always aligning with the other team members
* Monitor Social Media customer’s feedback, making sure all comments are promptly managed and in a correct way following the business guidelines. Directly manage comments in case of need coordinating with EU and NA Social Media teams
Requirements
* Required Languages : Excellent English and Italian and very good knowledge of at least one more language among French, Spanish, German, Dutch, Polish, Turkish or Greek
* 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
Benefits
* An International, fresh and dynamic working environment
* Balance between work and personal life: Smart Working (Hybrid work model) and Time flexibility
* Training & Development platform and paths
* Discount on our products both online and in stores
Don’t miss your chance to join a progressive and sustainable global company, which is constantly looking for new challenges and opportunities to grow in a competitive and tough market.
Guess promotes a people-first workspace, where their well-being and their development are part of the history and the success of the brand.
Do you think we’re a good match for you? Apply now to be part of our family!