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.
As of January 30, 2021, the Company and its partners and distributors operated in approximately 100 countries worldwide.
For more information about the Company, please visit Position
PURPOSE OF THE JOB
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 and to offer the best in class experience throughout the customer lifecycle and improve customers’ satisfaction.
CORE JOB RESPONSIBILITIES
Guarantee a high service level provided by the outsourced customer service monitoring contacts managed via the different channels (email phone, chatbot, live chat and personal shopper chat);
Cooperate with 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 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 useful 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 necessary information to proceed with the integration and cooperate with involved department / s;
Assist CEM Supervisor with projects on customer care area;
Assist and support CEM Supervisor in preparing reports and analysis upon request
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 Team, Operations and Frauds Specialist in drawing up and updating manuals for customer service;
Support CEM Team in responding promptly to customers’ requests in case of need;
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