Overview
Head of Customer Service Jobs in New York, NY at ZARA USA
Title: Head of Customer Service
Company: ZARA USA
Location: New York, NY
ZARA IS LOOKING FORHEALTH AND SAFETY SPECIALISTBASED IN NEW YORK.
Started in 1975 in Spain, ZARA today is an internationally known fashion retailer represented in over 88 countries around the world. Our company requires professionalism, imagination, high energy and team spirit. ZARA will give you the means to excel. ZARA will put you into the heart of the action and the heart of its growth.
HEALTH AND SAFETY SPECIALIST
Based in our NYC Corporate Office (not remote)
Key Responsibilities
Operations
Management of all aspect of Zara USA Customer Service Department
Business visits to the core Call Centers
Zara USA Customer Service Team management Level 2 (task delegation, feedback, recruit, motivate, mentor, performance evaluation etc.)
Being a main point of contact for Corporate Customer Service Department (HQ)
Regular meetings with Customer Service Operations Lead in order to follow up on call centers performance & feedback
Data analysis, Providing insights to the different corporate teams ( transport, logistics, etc. ) of pre- and post-sales services for both the online business and physical stores one.
Analyze the reasons of customers’ contacts based on feedback provided by Customer Service Operations Lead
Supervision of order monitoring processes to be able to solve any possible incidence before it affects the customer
Payment and refund status monitoring, to avoid negative impacts on the customer
Act as final point of escalation for team for complex customer issues
Control resources and utilize assets to achieve qualitative and quantitative targets
Quality & KPIS
Review of productivities, ratios, and other KPIs
Daily review with Customer Service Operations Lead to follow up on call center service reports (SLAs of all channels, completion
of tasks, Quality and others.)
Reporting of weekly, monthly and yearly results
Financial, Legal Aspects & Others
Adhere to and manage the approved budget
Revision of monthly and yearly forecasts (information to be provided by Customer Service Operations Lead
Billing control & follow up
Relations and negotiation with suppliers
Revision and renewal of contracts
Launches of new countries: Suppliers, Toll free, and hiring agents
Develop service procedures, policies and standards
Web content revision
Organization of special events like sales and special promotions
Personal Profile
7+ years of experience in CS related position (preferable in retail sector)
3+ years of experience in management position (including team management)
Degree in customer service-related area (Translation and Interpretation degree, Public Relations or Marketing degree
Good Communication and negotiation skills
Creativity, ability to think strategically and come up with different, better ideas
Strong leadership skills
Positive attitude, problem solver
High level of proactivity and autonomy
Organizational and analytical skills, comfortable managing data
Team player and enjoy working with/in a team
Extremely organized
Politeness, tact and diplomacy, when dealing with difficult situations
Proficient use in MS Office/Excel and quick comprehension of new programs.
Knowledgeable about digital and E-commerce /Social Media
Based in the Corporate office
Availability to travel and work full time
Fluent spoken and written English. Spanish will be valued positively
Annual compensation …
