Nike, Inc.:
CONSUMER SERVICES SPECIALIST, SEA&I Job in Singapore, Singapore, Singapore, VT
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Singapore, Singapore, Singapore, VT
Full-time | Sales - Inside
About the job
WHO ARE WE LOOKING FOR?
At Nike, Consumer Services is at the core of the business. We provide and maintain a high quality of services through our partners across the world and deliver a differentiated experience to our consumers worldwide to make sport a daily habit.
In this role, you’ll have to demonstrate knowledge of quality and process improvement techniques in consumers services to manage daily operations for our supported countries across the world. As the market leader for assigned countries, you must have the ability to develop and maintain key relationships with our business partners based across different time zones and geographies. The role also requires practical knowledge and application of managing and responding to high-level escalations and complaints that we receive.
WHAT WILL YOU WORK ON?
• Lead and coach teams - through our business partners based at the Contact Centres - to ensure daily operations are effectively delivering Nike’s commitment to service.
• Collect service metrics data for the markets you lead to identify gaps in training and performance for customer service teams. Continually seek ways to data-mine internal and external quality results, sales, and operations with an effort to improve efficiency, develop individual team members, and improve the overall consumer experience.
• The ability to measure functional success and opportunities. Assist in identifying key drivers of dissatisfaction, neutral responses, and unresolved issues in the markets you lead.
• Provide consistent and actionable analysis to the leadership team around quality issues, concerns, and trends. Offer recommendations and solutions which positively impact the delivery of services to internal and external customers.
• Identify gaps in training for both internal and external teams based on quality results and metrics. Partner with internal management teams to develop and implement training plans to ensure quality practices and standards are being met on an ongoing basis.
• Build and maintain documentation on reporting processes and analysis.
WHO WILL YOU WORK WITH?
You’ll be part of our Consumer Services team & will report to the Manager of Consumer Services Operations based in Singapore.
On the daily, you will be working with peers within the Consumer Services team and across the Nike Direct Digital Commerce business. Additionally, you will be supporting our external contact center partners and vendors. People appreciate your ability to place the consumer at the center of your work and to be resolute in finding solutions to their needs.
At Nike, Consumer Services is at the core of the business. We provide and maintain a high quality of services through our partners across the world and deliver a differentiated experience to our consumers worldwide to make sport a daily habit.
In this role, you’ll have to demonstrate knowledge of quality and process improvement techniques in consumers services to manage daily operations for our supported countries across the world. As the market leader for assigned countries, you must have the ability to develop and maintain key relationships with our business partners based across different time zones and geographies. The role also requires practical knowledge and application of managing and responding to high-level escalations and complaints that we receive.
WHAT WILL YOU WORK ON?
• Lead and coach teams - through our business partners based at the Contact Centres - to ensure daily operations are effectively delivering Nike’s commitment to service.
• Collect service metrics data for the markets you lead to identify gaps in training and performance for customer service teams. Continually seek ways to data-mine internal and external quality results, sales, and operations with an effort to improve efficiency, develop individual team members, and improve the overall consumer experience.
• The ability to measure functional success and opportunities. Assist in identifying key drivers of dissatisfaction, neutral responses, and unresolved issues in the markets you lead.
• Provide consistent and actionable analysis to the leadership team around quality issues, concerns, and trends. Offer recommendations and solutions which positively impact the delivery of services to internal and external customers.
• Identify gaps in training for both internal and external teams based on quality results and metrics. Partner with internal management teams to develop and implement training plans to ensure quality practices and standards are being met on an ongoing basis.
• Build and maintain documentation on reporting processes and analysis.
WHO WILL YOU WORK WITH?
You’ll be part of our Consumer Services team & will report to the Manager of Consumer Services Operations based in Singapore.
On the daily, you will be working with peers within the Consumer Services team and across the Nike Direct Digital Commerce business. Additionally, you will be supporting our external contact center partners and vendors. People appreciate your ability to place the consumer at the center of your work and to be resolute in finding solutions to their needs.