In 1981, GUESS sold its very first pair of jeans to Bloomingdale's department store. Since then, GUESS has grown, becoming one of today's most recognized and influential apparel brands in the world.

The continued dedication and commitment of our employees is the driving force of GUESS. Our talented professionals focus on leading the company with their vision of success. Join the team at GUESS Europe and bring your vision to life.

GUESS Europe is seeking eager, passionate individuals to uphold our commitment to the spirit of the GUESS family of brands including GUESS, Marciano, GUESS Factory.

PURPOSE OF THE JOB

The E-Commerce Customer Care Agent has the responsibility to assist GUESS final customer for all business channels, for instance www.guess.eu, Marketplaces, B&M channels, etc.

CORE JOB RESPONSIBILITIES

• Manage day-by-day www.guess.eu, Marketplace B&M and other GUESS business channels final customers’ requests with correctness and consistency
• Assist and support E-Commerce Customer Care Senior Supervisor in minimizing backlog
• Assist and support E-Commerce Customer Care Senior Supervisor in minimizing frau
• Revise translations prepared by external customer care for www.guess.eu day by day marketing activities and, upon request and need, provide translations the mentioned translations from scratch
• Assist and support E-Commerce Customer Care Senior Supervisor in new projects to be implemented for www.guess.eu channel (for instance ship from stores)
• Assist and support E-Commerce Customer Care Senior Supervisor in preparing reports and analysis upon request
• Support E-Commerce Customer Care Senior Supervisor in answering to customers’ requests and complaints (all B2C channels)
• Support E-Commerce Marketplace team in managing customers’ requests and complaints
• Interact day by day with external customer service provider
• Deal directly with customers either by e-mail and telephone
• Provide and support an accurate service to customers in terms of order management, shipments, communication with customers, returns
• Respond promptly to customer inquiries in order to minimize backlog
• Handle and resolve customer complaints
• Deal with warehouse and courier to insure all orders are correctly processed and intervene to troubleshoot, if needed
• Revise translations prepared by external customer care for www.guess.eu day by day marketing activities and, upon request and need, provide translations the mentioned translations from scratch
• Communicate with internal departments
• Support E-Commerce Customer Care Senior Supervisor in checking and approve orders

REQUIRED QUALIFICATIONS

• Required Languages:
  • Excellent Russian (preferable mother tongue)
  • Excellent English
  • Any other European Language will be a plus
• Good computer skills (Office suite, Internet browsers - IE/FF/Chrome)
• Able to communicate and co-operate within the department
• Excellent organizational skills, flexibility and proactivity
• Excellent  team working and communication skills
• Flexibility with working hours