E - commerce Customer Support & Quality Assurance Intern

E-Commerce Customer Support And Quality Assurance Intern

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