Head of Customer Service

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 SPECIALISTBased in our NYC Corporate Office (not remote)Key ResponsibilitiesOperationsManagement of all aspect of Zara USA Customer Service DepartmentBusiness visits to the core Call CentersZara 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 & feedbackData 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 LeadSupervision of order monitoring processes to be able to solve any possible incidence before it affects the customerPayment and refund status monitoring, to avoid negative impacts on the customerAct as final point of escalation for team for complex customer issuesControl resources and utilize assets to achieve qualitative and quantitative targetsQuality & KPISReview of productivities, ratios, and other KPIsDaily review with Customer Service Operations Lead to follow up on call center service reports (SLAs of all channels, completionof tasks, Quality and others.)Reporting of weekly, monthly and yearly resultsFinancial, Legal Aspects & OthersAdhere to and manage the approved budgetRevision of monthly and yearly forecasts (information to be provided by Customer Service Operations LeadBilling control & follow upRelations and negotiation with suppliersRevision and renewal of contractsLaunches of new countries: Suppliers, Toll free, and hiring agentsDevelop service procedures, policies and standardsWeb content revisionOrganization of special events like sales and special promotionsPersonal Profile7+ 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 degreeGood Communication and negotiation skillsCreativity, ability to think strategically and come up with different, better ideasStrong leadership skillsPositive attitude, problem solverHigh level of proactivity and autonomyOrganizational and analytical skills, comfortable managing dataTeam player and enjoy working with/in a teamExtremely organizedPoliteness, tact and diplomacy, when dealing with difficult situationsProficient use in MS Office/Excel and quick comprehension of new programs.Knowledgeable about digital and E-commerce /Social MediaBased in the Corporate officeAvailability to travel and work full timeFluent spoken and written English. Spanish will be valued positivelyAnnual compensation range: $133,000 - $157,667 + discretionary annual bonusZara, 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

Created: 2025-02-22