Customer Care System and Tools Support

6 months ago


Charlton, United Kingdom YOOX NET-A-PORTER GROUP Full time

Our global Operations team make it possible for us to offer worldwide shipping to more than 180 countries, including same-day delivery to New York, London and Milan, while providing a seamless shopping experience across mobile, tablet and desktop, with easy returns.
- We have 9 distributions centres and 11 Customer Care centres who work with in 11 different languages and are available 24/7, 365 days a year.
- Operations are now seeking a talented Customer Care System and Tools Support to join the team. Some of the essentials for you to know are:

- Reporting into: Customer Care Systems and Process Manager
- Besides a competitive salary, we can offer you:

- Performance bonus schemes dependent on the type of role you are in
- A pension that both you and the company contribute too
- A portal with an array of discounts on things like theme park and cinema tickets
- Our famous staff discount along with exclusive staff sales
- Private healthcare for you and your family
- A chance to be part of a fun and caring team that support each other
- The Role:

- Reporting to the Customer Care System and Process Manager, you will be responsible for supporting business process improvement initiatives throughout YNAP’s Customer Care operations. You will assist to improve contact centre processes, optimise the workflows of our consultants and drive enhancements to the customer experience. You will also help the Systems and Tools Manager to be the Customer Care systems champion, aiding optimal performance of all existing tools.
- Here is a breakdown of what you’ll be doing:

- Be responsible for general housekeeping, report and dashboard updates, investigating behaviour within the Customer Care CRM tool Salesforce, working closely with our internal IT Service Desk on systems improvements and maintenance, sharing updates to all Customer Care stakeholders
- Support in managing the day-to-day operation of our telephony system, working with the Customer Care team to troubleshoot, housekeeping of skills, permissions and dashboards, create tickets with our partner Vonage, facilitate call quality & speed testing and investigate / log any call issues or outages
- Facilitate the housekeeping and deactivation of Customer Care credentials to maintain licence capacity
- Ensure effective Incident Management is carried out by collaborating with relevant stakeholders and cascading efficiently to the global Customer Care operation
- Assist with maintaining the success of our Live Chat and Social channels by raising tickets and ad-hoc reporting
- Enable the smooth processing of Staff Discounts by creating codes, ticket raising and working closely with the relevant departments to retrieve updates and resolve open tickets
- The type of person we are looking for:

- Previous contact centre management experience, including knowledge of Salesforce, New Voice Media, Live Person, and Sprinklr (or similar systems) is a plus
- A high level of numeracy and analytical capabilities, with Advanced Microsoft Excel skills (desirable)
- Good organisational skills and a tenacious approach to a task
- Strong problem-solving skills and attention to detail
- Excellent self-motivation, you will be proactive and energetic
- Experience thriving in a fast paced, challenging environment
- Ability to work well as part of a team
- _

Experience Level: Entry level

Workplace Type: Hybrid



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