Ecom Customer Service Specialist

Role & Responsibilities The Ecom Customer Service Specialist serves one to two APAC markets and provides end‑to‑end support across all consumer contact channels—including email, phone, live chat, web tickets, platform messages, product reviews, social/media inquiries, and escalations. This role ensures consumers can discover the right products, resolve issues encountered during purchase, and receive clear, considerate after‑sales support, fostering long‑term, positive relationships with the brand. While serving consumers, the Specialist continuously captures friction points in the online shopping journey, analyzes root causes, and shares actionable insights with partner functions (Sales, Logistics, Technology/Digital, Marketing, Merchandising, Finance, and outsourced service partners). By driving process improvements, the Specialist helps elevate service efficiency and quality and optimizes the overall online shopping experience. Key Result Areas Create, maintain, and optimize full‑journey service processes (SOPs), conversation guidelines/scripts, knowledge base content, and contingency playbooks to support the complete online purchase path. Handle pre‑sale, in‑sale, and post‑sale inquiries and challenges via phone, email, live chat, platform messages, product reviews, social/media comments, and escalations; demonstrate ownership until resolution and clear communication back to the consumer. Systematically log contact reasons, quantify demand, and perform root‑cause analysis to identify experience gaps; consolidate findings and recommend improvements. Study weekly/monthly dashboards and narrative reports; contribute core KPI breakdown analytics; provide data‑led proposals that improve efficiency, quality, and the consumer experience. Proactively align upcoming activities; prepare response guidelines, FAQs, knowledge articles, and agent enablement materials for routine campaigns/promotions to ensure consistent, accurate communication. Pilot and provide feedback on customer service tooling; identify digitization, automation, and AI opportunities to raise efficiency and quality, support change management. Offer recommendations on official websites and marketplace shopping flows from a service and consumer‑insights lens; participate in solution design reviews, UAT, and readiness activities as needed. Success Measures Customer Service KPIs met or exceeded (Service Level, Resolution Time, CSAT, Case‑to‑Order Ratio). Knowledge Base and SOPs maintained and updated. Project initiatives initiated and completed successfully. Competency Requirements Behavioral Competencies : Change and innovation, influence, curiosity, self‑motivation, ability to work outside of set routines and in complex matrices. Functional Competencies : Analytical skills, communication skills, experience with CRM/CLM systems, Microsoft Excel, Power Point, Tableau/Power BI dashboards, project management. Minimum Relevant Experience 3+ years in E‑commerce Customer Service or Customer Success/Experience, either in an in‑house CS team management role or as an outsourced service provider for an e‑commerce brand website and marketplace. Minimum supervisory experience is a plus. Academic Qualifications Minimum degree: Bachelor’s in Business Management, Marketing, Communication, Sales, or a related field. Equal Employment Opportunity VF Corporation is committed to creating an inclusive environment that welcomes and values the differences among all associates, customers, suppliers, and the communities in which we conduct business. The company provides equal opportunities in employment and treats all applicants and employees without discrimination based on race, color, sex, age, national origin, religion, sexual orientation, gender identity or expression, marital status, citizenship, disability, protected veteran status, HIV/AIDS status, or any other legally protected class. VF ensures accessibility for individuals with disabilities in a timely manner, consistent with ADA, AODA, and other applicable regulations, and complies with WCAG 2.1 Level AA. If you need an accommodation or have any questions regarding this statement, please send your request to [email protected]. #J-18808-Ljbffr