E-COMMERCE CUSTOMER SUPPORT AND QUALITY ASSURANCE INTERN

at  Guess Europe Sagl

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. For more information about the Company, please visit www.guess.com.
At Guess, we are committed to our people and to the world as a team working to be a sustainable global leader in the fashion industry. Through principled leadership, we embrace diversity and cultivate the strength, pride and passion for what we do. Everyone in guess is aware the fact that everyone contributes to progress and make company grow,
We are a big family united by great human values: belief, hope, destiny, trust and respect.
The role is designed for those people ready to take new challenges, being courageous trying new things and with the will to make an impact in the company and in their career.
If you are inspired to evaluate new amazing professional challenges, this is the opportunity right for you!

REQUIRED QUALIFICATIONS

• 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

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, 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
• Support the teamin daily checking orders deciding whether to accept or refuse them