Specialist, Customer experience

About us

Zara offers the latest fashion trends for women, men and children. An international brand with stores in the main cities of the world and online. Our business model is centered in our customers, constantly adapting to their needs. We love what we do. Teamwork, passion, curiosity, diversity, sustainability, creativity and humility are our daily motivation. Does it sound like you? Zara team is waiting for you!

Customers are at the center of our business, and we want to provide them with the best customer service experience. In this role, you will be in contact with our headquarters teams based in Spain. We are looking for someone to support and guide our call centers and handle the most critical cases.

The responsibilities are as follows:

• Investigate and solve customer inquiries and incidences.
• Follow-up on KPIs (daily, weekly, monthly).
• Management and quality control of the call centers.
• Drive constant improvement of the customer service standards and policies (Competitor review and market follow up).
• Collect and analyze customer feedback, working together with the affected areas (transport, logistics departments,...) to detect and solve any issues.
• Organization of special events like country launches, sales, special promotions, etc.
• Regular meetings with the call center management, quality team & workforce.
• Organization of Call Center representative trainings.
• Update and improvement of customer-oriented procedures.
• Interaction with stores.
• Provide support and monitor all the customer service channels.

*These responsibilities may vary depending on the Department needs.

Requirements

• Proficient use in MS Office/Excel and quick learner (new programs and platforms).
• Availability to travel to visit head office, call centers, distribution centers and stores.
• Fluent spoken and written in French and English. Spanish an asset.
• Over 2 years of experience of professional experience in Customer Service

 Skills

• Team player, enjoying working with/in a team.
• Proactive.
• Extremely organized.
• Knowledgeable about technology, E-commerce and Social Media.
• Customer oriented.
• Strongly customer-oriented, dynamic, positive and flexible.
• Excellent communicator.
• Good listener, understanding of our customer's needs.
• Problem-solver.
• Good organizer, planning yourself across a hectic calendar.
• Motivator, with the ability to cheer up the teams when under pressure.
• Able to react to unforeseen events and challenges.

What we offer

In addition to a competitive salary and benefits, you will also receive an employee discount to buy the latest trends in any of our brands, Zara, Massimo Dutti and Zara Home.

Our internal talent is our greatest asset and we are proud of offering internal promotion programs where you will find opportunities to grow, elearning and training programs- we never stop learning!, Social projects to get involved and contribute to a better society, and much more!

ITX Canada provides equal access to employment and will offer reasonable accommodations upon request, for job applicants with disabilities during its recruitment process.