DTC Ops Specialist


Wielkość firmy
Stack technologiczny
Pracodawca nie ma żadnych wymagań technologicznych
Zdalnie, Warszawa

Immoqee Sp. z o.o., based in Warsaw, has been in business since 2014. Our goal is to support the sales and customer service processes of our contractors, with whom we build lasting and long-term relationships. We provide comprehensive support services for HR, recruitment and training processes in this area. We are looking for candidates for a project implemented for our partner: SAMSUNG SDS - one of the most admired and innovative brands in the world. SAMSUNG SDS inspires and empowers a digital revolution with their cutting edge technologies and always strives for excellence. Samsung SDS Digital Innovation Hub has appointed Speed Management Poland to conduct our recruitment processes and support with candidate selection


 Main responsibility is to ensure all financial aspects of the D2C business are covered: from smoothly working payment systems, through to refunds (including manual refunds) and charge-backs. This role is responsible for managing and operating fraud filter tools and reporting any breaches to prevent loss. Closely working with local Customer Care, this role operationally supports customers in problems with payment vendors, refunds, and claims, as well as provides manual refund management when needed. D2C Operations function must build close relationships with Customer Care and Legal departments in order to ensure communication flow via appropriate standard operating procedures that will allow customers to efficiently receive refunds and/or chargebacks, as well as liaise with Platform Operations to support bug fixes whenever needed for third party payment providers. 


KEY ACCOUNTABILITIES: Operational: • Order monitoring and KPIs; • Warranty operational support; • Customer Service escalation point; • MyAccount management; • User data access and request support; • User data anonymization upon request.

  Strategic: • Contact with local Customer Service teams to assure all escalations and customer issues are reflected in the development processes; • Order monitoring; • Customer feedback monitoring and escalating issues; • Regular contact with third-party suppliers (payments and carriers) to assure all operations are supported by them as required and agreed; • Research and recommend new customer-related functionalities when needed; • Regular process improvement recommendations based on customer feedback data • Feedback to other departments regarding customer issues; • Monitor customer satisfaction metrics and report on status, reasons and ways to improve; • Escalation point for SELS and local third-party Customer Care whenever an end-customer-related issue is reported and needs an escalation (in regards but not limited to: shipping, returns, claims, refunds).


• Methodical with high attention to detail/processes and routines; • Result and performance oriented; • Effective stakeholder management; • Strong analytical and excel skills; • Clear leadership and resilience; • Planning, risk, and mitigation assessment; • Ability to thrive and deliver in a challenging and exciting environment. TOOLS: 

• Jira; • Sprinklr; • SAP.

WE OFFER: - Ability to work in a hybrid or remote system - Contract with employee benefits package - Private medical care - MuliSport card - Group insurance - Work in a good atmosphere in a close-knit and ambitious team - Ongoing support from supervisors and teammates. - Opportunities for growth, clear career path

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