Customer Care B2C Specialist (Temporary)
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City
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The Opportunity
We are looking for an enthusiastic Customer Care B2C Specialist to speed up our capabilities, processes andtools. You will be focused to deliver outstanding experiences and relaying insights from consumersinteractions. Your contribution will be key to become a data driven organization and develop a continuousconsumer experience excellence.
What you'll get to do
Support Consumer Care Operations order to cash process
- Monitor service levels and solving/escalating incidents
- Fraud prevention process
- SAP integration process
- Stockout process
- Delivery process
- Order replacement process
- Manage quality issues
- Return process
- Commercial refund process
- Return and rejection processes
Support Consumer Care Experience team
- Consumer brands and products questions
- Brand animation and promotions
- Product availability requests reception and follow-up
- General requests reception, escalation and follow-up
Support Consumer Care projects coordination
- Identify processes that need improvement & automation
- Provide insights and business impacts to assess its priority
- Benchmark CX solutions and follow-up
- Support UAT and go live follow-up
We'd love to meet you if you have
Experience
- Minimum 1 year in a similar job
- Experience in luxury, beauty or fashion will be a plus
Education
- Degree in Business Administration, Industrial Engineering or similar
Languages
- English and Spanish: fluent
- Other languages: not a must, but will be a plus
Competencies
- Ability to listen and active problems-solver
- Ability to orchestrate multiple tasks and deliver on time
- Meticulous attention to detail
- Ability to handle pressure and workload
- Analytical skills
- Excellent communications skills
- Customer centric
Specific knowledge
- OTC processes & quality issues (required)
- SAP (required)
- Proficiency in Excel (required)
- E-commerce experience (will be a plus)
- Shopify (will be a plus)
- SAP Commerce Cloud (will be a plus)
A few things you'll love about us
- Una cultura de trabajo emprendedora, creativa y acogedora
- Oportunidades de aprendizaje y desarrollo
- Una empresa internacional con muchas oportunidades de crecimiento profesional
- Un paquete competitivo de compensación y beneficios
Puig is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status, or any other characteristic protected by law.
At Puig, we are continually looking for enthusiastic and committed individuals from a broad range of backgrounds and experiences to join our team. We believe that creating an inclusive environment in which you feel welcomed, valued, engaged, and empowered strengthens our business and fosters a culture where we are inspired to work hard, challenge ourselves, and be innovative in our thinking. Additionally, we believe that the diversity of our employees makes us a stronger company and better able to serve our customers around the world.