• Ensuring merchants have a quick response time by staying on top of the tickets.• Act as a business coach and think about the merchants business holistically when offering solutions.• Complete essential follow-up documentation after each interaction.• Engaging in human conversations with merchants to identify and resolve issues, and provide coaching/growth opportunities for their businesses.• Offer needs-based solutions, not pushy sales.• Advocating for merchants and the… Show more • Ensuring merchants have a quick response time by staying on top of the tickets.• Act as a business coach and think about the merchants business holistically when offering solutions.• Complete essential follow-up documentation after each interaction.• Engaging in human conversations with merchants to identify and resolve issues, and provide coaching/growth opportunities for their businesses.• Offer needs-based solutions, not pushy sales.• Advocating for merchants and the Shopify platform by communicating with stakeholders.• Own my development through reflection, reviewing past interactions and preparing to discuss growth opportunities with my lead in regular 1:1 meetings. Show less

• Monitor and audit transactions performed by CSRs against internal and/orexternal quality assurance requirements to deliver excellent customerexperience;• Review, analyze, and interpret data that affects Customer Experience metrics.Highlight areas for improving immediate necessities, and overall strengthsimpacting customer experience;• Investigate customer complaints and/or non-compliance to CustomerExperience standards. Recommend corrective actions in accordance… Show more • Monitor and audit transactions performed by CSRs against internal and/orexternal quality assurance requirements to deliver excellent customerexperience;• Review, analyze, and interpret data that affects Customer Experience metrics.Highlight areas for improving immediate necessities, and overall strengthsimpacting customer experience;• Investigate customer complaints and/or non-compliance to CustomerExperience standards. Recommend corrective actions in accordance toapplicable company policies. Issue Incident Reports to the responsible team. • Prepare in advance to analyze calibration material, and ensure compliancewith deadlines. Actively participate during discussions to ensure alignment withbusiness, customer experience data, and coaching methodology catering tointernal and external customers;• New hire training + Nesting support. Show less

• Provide first line support to customers for infrastructure and product related requests;• Answer calls and emails in line with client SLA’s and team KPI’s;• Working with internal systems and documenting each call via a client ticket system;• Contribute to creating and updating a support knowledge base;• Maintain and support quality and statistical standards at all times;• Review and validate localized content before it is published;• Process request intake and… Show more • Provide first line support to customers for infrastructure and product related requests;• Answer calls and emails in line with client SLA’s and team KPI’s;• Working with internal systems and documenting each call via a client ticket system;• Contribute to creating and updating a support knowledge base;• Maintain and support quality and statistical standards at all times;• Review and validate localized content before it is published;• Process request intake and delegation;• Manage SLAs and accountability. Show less

• Responsible for corporate communication;• Development and control of the press office;• Contact with suppliers;• Responsible for maintaining and updating websites plus Social Media;• Management of social networks and other communication channels;• Coordination of factory tours; • Check the use of the brand, its standardisation and communication in accordance with the manual;• Photographic production, audio visual and informative.