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Job content

At a glance

We are looking for a driven and hands-on CX Automations Specialist who will shape and implement the automations roadmap in order to create an On-branded 24-7 customer service experience and to keep the customer service workload low. You will focus on building, monitoring and continuously improving customer facing automations as well as automations that happen behind the scenes.

You’re thinking process doesn’t stop at automating responses but goes further to fully resolving cases while maintaining a high CSAT score. This is a chance for you to be a key contributor in taking customer service automations to the next level by improving customer service through AI and automated processes.

Your Team:

DTC team at On is a fast-paced team of interdisciplinary all-stars, used to rapid turnaround times and ambitious targets while keeping the customer front and centre. We work closely with all functions within DTC and other functions such as supply chain and technology, to implement initiatives across all regions. In order to have an impact on how On’s DTC business develops, the team brings an entrepreneurial and results-driven mindset combined with strong analytical and hands-on execution skills. From developers to designers, product managers, data scientists, customer service and CX specialists, this is the team responsible for creating great customer experiences that run the purchase funnel’s length. The shared goal? Efficient growth at high speed – what else?

Your mission

  • You understand the pain points from our customers and our happiness delivery team
  • You know what is a good user experience for our DTC customers
  • You will work closely with our AI partner to identify gaps and use cases for new automation opportunities
  • You analyse drop-offs and understand the root cause in order to fix it. By evaluating our ticket resolution metrics you identify areas for improvement at every customer touchpoint with real-time customer and ticket insights and analytics
  • You deploy your pre-designed workflows across multiple channels at once or a single channel including email, SMS, chat, proactive and, of course, agents!
  • You work closely with our happiness deliverers and customer insight analyst to identify new automation opportunities to support HDs and to service customers 24-7
  • You suggest template improvements based on the CSAT score per flow
  • You AB Test improvements to make sure we decide based on the winning versions/results
  • You quickly understand problems and are able to come up with solutions in a dynamic environment to support agile business processes design and configuration with teams at On and with our implementation partners
  • Evaluate and take ownership on how processes, workflows and integrations can be optimised across different platforms to ensure robust solutions and actively look for chances to automate, improve and be innovative
  • You are hands on, and eager to lead projects yourself. You like to actively contribute to the future of our DTC service experience by improving the overall experience for our internal stakeholders and customers

Your story

  • An analytical and quantitative mindset with a demonstrated ability to interpret and leverage data to drive decision making.
  • A passion for innovation and process improvement
  • 1-3 years of work experience in customer service, operations or customer experience with a data-driven focus
  • You feel comfortable working in a dynamic and fast-moving environment
  • You love to collaborate, have a can-do-attitude and an entrepreneurial mindset and have no problems in going beyond your usual scope if required
  • Some Regex knowledge would be nice to have to detect patterns
  • Some knowledge of APIs is a nice to have to understand how calls work

What we offer:

We offer a dynamic, challenging and sportive environment that has been ranked as the ‘fastest growing sports company’ of its time. With offices across the globe, we are an international team who is hungry to innovate and build something incredible. We foster an active environment where each individual thrives for excellence and can achieve their full potential. This is where your work matters, you’re hands-on and your team members are amongst the very best in their respective disciplines and fields.

If you are driven to bring On to the next level, curious about the opportunity and want to be part of our growing team send us your application, and join the ONiverse!

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.

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Deadline: 13-05-2024

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