Head of Customer Service - ZARA USA : Job Details

This range is provided by ZARA USA. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$133,000.00/yr - $157,667.00/yr

ZARA IS LOOKING FOR HEAD OF CUSTOMER SERVICE BASED IN NEW YORK.

Started in 1975 in Spain, ZARA today is an internationally known fashion retailer represented in over 88 countries around the world. Our company requires professionalism, imagination, high energy and team spirit. ZARA will give you the means to excel. ZARA will put you into the heart of the action and the heart of its growth.

HEAD OF CUSTOMER SERVICE

Based in our NYC Corporate Office (not remote)

Key ResponsibilitiesOperations

Management of all aspect of Zara USA Customer Service Department

Business visits to the core Call Centers

Being a main point of contact for Corporate Customer Service Department (HQ)

Regular meetings with Customer Service Operations Lead in order to follow up on call centers performance & feedback

Data analysis, providing insights to the different corporate teams (transport, logistics, etc.) of pre- and post-sales services for both the online business and physical stores.

Analyze the reasons of customers' contacts based on feedback provided by Customer Service Operations Lead

Supervision of order monitoring processes to be able to solve any possible incidents before they affect the customer

Payment and refund status monitoring, to avoid negative impacts on the customer

Act as final point of escalation for team for complex customer issues

Control resources and utilize assets to achieve qualitative and quantitative targets

Quality & KPIs

Review of productivities, ratios, and other KPIs

Daily review with Customer Service Operations Lead to follow up on call center service reports (SLAs of all channels, completion of tasks, Quality and others.)

Reporting of weekly, monthly and yearly results

Financial, Legal Aspects & Others

Adhere to and manage the approved budget

Revision of monthly and yearly forecasts (information to be provided by Customer Service Operations Lead)

Billing control & follow up

Relations and negotiation with suppliers

Revision and renewal of contracts

Launches of new countries: Suppliers, Toll free, and hiring agents

Develop service procedures, policies and standards

Web content revision

Organization of special events like sales and special promotions

Personal Profile

7+ years of experience in CS related position (preferable in retail sector)

3+ years of experience in management position (including team management)

Degree in customer service-related area (Translation and Interpretation degree, Public Relations or Marketing degree)

Good communication and negotiation skills

Creativity, ability to think strategically and come up with different, better ideas

Strong leadership skills

Positive attitude, problem solver

High level of proactivity and autonomy

Organizational and analytical skills, comfortable managing data

Team player and enjoy working with/in a team

Extremely organized

Politeness, tact and diplomacy, when dealing with difficult situations

Proficient use in MS Office/Excel and quick comprehension of new programs.

Knowledgeable about digital and E-commerce /Social Media

Based in the Corporate office

Availability to travel and work full time

Fluent spoken and written English. Spanish will be valued positively

Annual compensation range: $133,000 - $157,667 + discretionary annual bonus

* Zara, in good faith, believes that this posted rate of compensation is the accurate range for this role at this location at the time of this posting. This range may be modified in the future. Actual compensation within that range will be dependent upon the individual's skills, experience, qualifications, and applicable laws.

Zara USA, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, gender, gender identity and expression, sex, sexual orientation, disability, age, citizenship status, veteran status or any other characteristic protected by applicable federal, state or local laws.

JOIN US NOW!

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service and General Business

Industries

Retail and Retail Apparel and Fashion

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