Ecommerce Associate at Goodwill focusing on learning e - commerce and handling collectibles. Sorting, photographing, and shipping items for online marketplaces from the Gorham warehouse.
About the role
- Project manager for client service improvements at Nedgis, an e-commerce site specializing in interior design. Focus on optimizing processes and enhancing customer interactions.
Responsibilities
- Participer à l’amélioration du service client en avançant sur des projets d’optimisations spécifiques
- Optimisation des process client, par l’utilisation de l’IA : via l’optimisation de notre plateforme de service client Zammad, le chat bot, et autres
- Optimisation de la boucle téléphonique du Service Client
- Optimisation de certains processus client/logistique (notamment qualification des incidents SAV, traitement des retours, traitement des NPAI)
- Optimisation des processus de remboursements clients
- Structurer et mettre à jour la base de connaissances
- Identifier les problématiques et les points d’amélioration
- Mener une veille régulière sur les innovations dans l’univers client : veille technologique, de process et services
Requirements
- Bac+3/5
- Expérience : Vous justifiez d'une première expérience réussie en gestion de projet, idéalement dans l'univers du E-commerce
- Maîtrise Technique : Une excellente connaissance des outils de ticketing (la maîtrise de Zammad est un vrai plus) et une aisance avancée sur Excel.
- Soft Skills :
- o Esprit d'analyse et force de proposition
- o Rigueur extrême dans le suivi des chiffres et de la conformité.
- o Qualités rédactionnelles pour la gestion de la base de connaissances.
- o Proactivité et curiosité pour les nouvelles technologies (IA).
Benefits
- Tickets restaurants
- Participation aux transports
- Bonne mutuelle
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