your function
Within the CRM and Customer Experience Department, your role is to contribute to the development of personalized, quality customer service to customers of our retail, e-commerce and wholesale distribution network.
You are responsible for the follow-up of complex reimbursements as well as the weekly follow-up of disputes.
Your main missions:
* Participate in the establishment of the new customer service center in Europe and in interactions with the back-up team of the external agency
* Manage complex complaints across all of our contacts (via email, phone, chat and social media) and ensure they are resolved quickly in an efficient and professional manner
* Work in collaboration with internal and external teams (agency, service providers, logistics service providers, and our service providers), and more particularly with our logistics service provider on the subjects of returns, exchanges, breakages, disputes and transport complaints, and train them
* Contribute to the improvement of our processes and our internal tools
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