Digital Customer Care Specialist - Bloomingdale's : Job Details

The Specialist, Digital Customer Care is a consummate customer advocate who will take the lead in quality assurance for digital customer service communication and service recovery efforts at Bloomingdales. The Specialist is responsible for ensuring the rapid and appropriate resolution of digital Net Promoter Score (NPS) and Customer Satisfaction (CSAT) feedback in partnership with colleagues across site and Customer Service. The Specialist will be a key partner to Customer Voice and Digital teams, providing feedback as a primary input into Customer Experience strategy. The Specialist will report into the Manager of Elevated Customer Care and is part of the larger Customer Experience & Strategy team. Essential Functions Listens to the digital customer through NPS surveys, CSAT surveys and Product Reviews, identifying key themes, strengths and opportunities and advocating for the needs of the customer. Manages digital feedback from end-to-end with the empowerment to always do whats rig...Customer Care, Specialist, Digital, Customer Service, Customer Experience, Retail