What are the responsibilities and job description for the Head of Customer Service position at ZARA USA?
ZARA IS LOOKING FOR HEALTH AND SAFETY SPECIALIST BASED 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 range: $133,000 - $157,667 discretionary annual bonus
* Zara, in good faith, believes that this posted rate of compensation is the accurate range for this role at this location at the time of this posting. This range may be modified in the future. Actual compensation within that range will be dependent upon the individual’s skills, experience, qualifications, and applicable laws.
Zara USA, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, gender, gender identity and expression, sex, sexual orientation, disability, age, citizenship status, veteran status or any other characteristic protected by applicable federal, state or local laws.
JOIN US NOW!
EOE/DFW
Salary : $133,000 - $157,667
