Customer Operations Specialist - EU
Manila
Channels – Customer Experience /
Contractor /
Remote
Spreetail propels brands to increase their ecommerce market share across the globe while improving their operational costs. Learn how we are building one of the fastest-growing ecommerce companies in history: www.spreetail.com.
We’re looking for a Customer Experience Specialist to continue building a world-class customer experience across more than 10 marketplace channels that Spreetail partners with. We are committed to providing solutions and building relationships with our customers on a day-to-day basis.
How you will achieve success:
- Provide day-to-day support to the Platform Service Operations team, helping the team meet individual and collective performance targets.
- Support of daily operations: Coordination of delivery dates, Handling of complaints and Return & Reship requests, Maintenance of existing customer relationships and master data, Order entry and order management.
- Effective communication and coordination between various internal and external stakeholders to ensure that customer requirements are met.
- Act as a secondary point of contact for customer service escalations from key platform service brand partners, ensuring timely and high-quality issue resolution.
- Identify process gaps within the team and help develop and implement initiatives to improve service quality continuously.
- Partner closely with Account Managers to resolve carrier-related issues, Fulfillment Center challenges, and product-related questions.
- Collect data for KPIs and report daily wash, WBR and support account manager in deep diving into root cause of the issues and driving resolutions
- Collecting and analyzing customer feedback to drive continuous improvements in products and services.
What experiences will help you in this role:
- Collaboration and Communication; work across the organization to produce results and hold team members accountable.
- Self-Identify Opportunities: identify opportunities for the business to improve and drive results, independently.
- Attention to Detail: data is precise, so you must be vigilant in your analysis to reach the correct conclusions.
- Adapt: change is constant across all channels, flex quickly and efficiently
- Influence: affects the behavior and outcomes that other people need to change/improve.
- Tenacity: constantly striving for perfection.
- Demonstrated ability to operate both strategically and tactically, in a high-energy, fast-paced environment.
- High degree of organization and ability to manage multiple, competing priorities simultaneously.
This is a remote position and requires candidates to have an available work-from-home setup
Desktop/Laptop system requirements:
- 4th generation or higher, at least Intel i3 or equivalent processor;
- at least 4GB RAM;
- Windows 10 and above or MAC OSX operating system
- You are required to provide your own dual monitors
A strong and stable internet connection (A DSL, cable or fiber wired internet service with 10 Mbps plan or higher for primary connection)
PC Headset
A high-definition (HD) external or integrated webcam with at least 720p resolution.
Please be aware of scammers. Spreetail will only contact you through Lever or the spreetail.com domain. Spreetail will never ask candidates for money during the recruitment process. Please reach out to careers@spreetail.com directly if you have any concerns. Emails from @spreetailjobs.com are fraudulent.
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