青岛招聘

Job Purpose:

The CE Supervisor is responsible for resolving all customer issues that are escalated to the CE team. She/he acts as a liaison between the vendors, store and warranty teams and the customer for any issues (i.e.: warranty, experience etc.,) to ensure a timely, authentic resolution for the customer. Active listening skills combined with passion to resolve any difficult situations and turn customers into consumers will result into delivering a WOW experience on every single interaction. Provide a white-glove, exceptional experience through each engagement to help drive new, repeat and referral business.

 

Key Responsibilities:

·        Responsive communications with all cross-functional partners (i.e.: eCommerce, store, vendors, legal, warranty etc.,)

·        Through your active listening skills and with great empathy, you deliver best in class service and provide great resolution within agreed upon Service Level Agreements (SLAs)

·        Ensures thorough & accurate tracking of all customer feedback & follow up conversations

·        Ensures all issues escalated are responded to within agreed-upon SLAs

·        Create relevant metrics and deliver meaningful insights throughout the business regarding warranty, CE volumes, timelines, etc.  Using week over week ratings, oversee the global NPS program in relation to overall score, responses to both promotors & detractors and follow up with Warranty & Call Centre respondents.  

·        Monitor and guide all teams on answering customer inquiries via email & website contact form ensuring that templates and scripts are translated and up-to-date.  Align and adhere to the guidance of internal personas in everyday activities.  Guide the teams to remember the personas and the journeys they take with Canada Goose from awareness to post-purchase interactions.

·        Calibrate with all teams and provide meaningful feedback and insights on performance. 

 

Experience, Education and Designations:

·        Bachelor degree required

• Strong analytical skills with attention to detail and ability to interpret numbers for reporting purposes

·        5 to 10 years’ experience in Customer Service. Minimum of 3 years of supervisory experience

·        Ability to create reporting or do additional tasks as requested by Manager

·        Fluent in English writing and speaking

·        Intermediate to advanced computer skills; this includes proficiency in Microsoft Office, and ability to type quickly and accurately, and a strong experience on the Internet

·        Great communication and writing skills

 

Knowledge, Skills and Attributes:

·        Strong organizational and time management skills

·        Ability to work independently with minimal supervision

·        Consistently gives and receives feedback to peers, leadership and cross functional partners

·        Pro-active and solution-oriented with out-of-this-world problem solving skills

·        Excellent communication skills – ability to calmly & professionally communicate by email and phone with displeased customers. Listens with intent, asks strategic questions and always keeps conversation factual while hearing the customer out.

·        Calm demeanor in face of crisis, dissatisfied customer and stress.

·        Attention to details is a must, understands the importance of our customers & cross functional partners time

1957年，Canada Goose 加拿大鹅在加拿大多伦多市的一间小仓库里创立，如今已发展成为世界领先的高端功能性服饰品牌之一。加拿大鹅的每个产品系列都基于北极地区的严苛要求，从坚持不懈的创新与毫不妥协的工艺中汲取灵感。从南极科研站和加拿大高纬度北极地区，到纽约、伦敦、米兰、巴黎和东京街头，人们皆以身穿 Canada Goose 加拿大鹅而感到自豪。Canada Goose 加拿大鹅在全球拥有超过 3,200 名员工，凭借“加拿大制造”的承诺成为广受认可的行业翘楚，同时也是 Polar Bears International 北极熊国际协会的长期合作伙伴。
希计（上海）有限公司是加拿大鹅在中国的总部，负责加拿大鹅在中国大陆地区线上线下的零售业务。
敬请访问加拿大鹅官方网站或线上（天猫、京东）旗舰店和小程序精品店了解更多详情。