DTC Ops Specialist

Polska

8999 - 14800 PLN

Poziom
Regular
Umowa
B2B
Wielkość firmy
1+
Pozostało
Zakończono
Stack technologiczny
Atlassian Jira:
Mile widziane
sprinklr:
Mile widziane
sap:
Mile widziane
Miasta
Warszawa
Opis
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.

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).
SKILLS NEEDED:

  • 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
  • Work in a good atmosphere in a close-knit and ambitious team
  • Ongoing support from supervisors and teammates.
  • Opportunities for growth, clear career path
  • Multisport
  • LUXMED 
Wyślij CV
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