DTC Ops Specialist

Opis stanowiska

Immoqee Sp. z o.o., based in Warsaw, has been in business since 2014. Our goal is to support the sales and customer service processes of our contractors, with whom we build lasting and long-term relationships. We provide comprehensive support services for HR, recruitment and training processes in this area. We are looking for candidates for a project implemented for our partner: SAMSUNG SDS – one of the most admired and innovative brands in the world. SAMSUNG SDS inspires and empowers a digital revolution with their cutting edge technologies and always strives for excellence.

KEY ACCOUNTABILITIES:

Operational:

• Order monitoring and KPIs;
• Warranty operational support;
• Customer Service escalation point;
• MyAccount management;
• User data access and request support;
• User data anonymization upon request.

Strategic:

• Contact with local Customer Service teams to assure all escalations and customer issues are reflected in the development processes;
• Order monitoring;
• Customer feedback monitoring and escalating issues;
• Regular contact with third-party suppliers (payments and carriers) to assure all operations are supported by them as required and agreed;
• Research and recommend new customer-related functionalities when needed;
• Regular process improvement recommendations based on customer feedback data
• Feedback to other departments regarding customer issues;
• Monitor customer satisfaction metrics and report on status, reasons and ways to improve;
• Escalation point for SELS and local third-party Customer Care whenever an end-customer-related issue is reported and needs an escalation (in regards but not limited to: shipping, returns, claims, refunds).

SKILLS NEEDED:

• Methodical with high attention to detail/processes and routines;
• Result and performance oriented;
• Effective stakeholder management;
• Strong analytical and excel skills;
• Clear leadership and resilience;
• Planning, risk, and mitigation assessment;
• Ability to thrive and deliver in a challenging and exciting environment.

TOOLS:

• Jira;
• Sprinklr;
• SAP.

WE OFFER:

• Ability to work in a hybrid
• Work in a good atmosphere in a close-knit and ambitious team
• Ongoing support from supervisors and teammates.
• Opportunities for growth, clear career path

Apply by: https://immoqee.elementapp.ai/application/v2/ef80d73d-ea79-4492-8a77-73a44bd07573/efbd26cb-b5db-4426-b70e-ea3f9541f42c?source=c51fb2da-aed3-4e7b-918d-1531c2cbad2f