This role is part of the NIKE Consumer Care team, who's main responsibilities are driving high quality service to digital and omni-channel consumers and voice consumer feedback towards the rest of the NIKE organization, to drive frictionless consumer right journeys. You will be part of the Consumer Care Support team, which goal is to ensure a high-quality consumer experience by supporting outsourced contact centers, resolving escalations, and improving internal processes.
WHO YOU WILL WORK WITH
In this role, you will report to the CC Support Manager and be part of a team of Specialists based in EHQ. You will connect on regular basis with other functions within the Consumer Care department, such as: Quality, Content and Complience, Partner Management, Workforce Management and Consumer Care Excellence.
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Outside of CC you will be working with different teams within Nike Digital: Marketplace Supply Chain and Transportation, Store Operations, Digital Operations, Promotions, Production Support (Tech), Membership and Legal. In addition, you will also connect with external partners such us delivery carriers, return vendors and payment providers.
WHO WE ARE LOOKING FOR
We are looking for a Consumer Care Support Specialist to join ND Consumer Care EMEA. Your role will support the outsourced contact centers with day-to-day activities and escalations to ensure a premium Consumer experience. You will identify and implement opportunities for further improving internal and external processes, Consumer experience, Contact Center performance and efficiencies. The ideal candidate for this role is someone proactive who thinks outside the box, is a problem solver and not afraid to challenge the status quo. With big curiosity for Digital Commerce processes and the ability to build, influence and maintain strong relationships with cross functional stakeholders.
WHAT YOU BRING
- Problem solving mindset.
- Strong and effective analytical skills.
- Organizational and time management skills, with the ability and flexibility to prioritize different competing tasks or team goals.
- Stakeholder management experience.
- Ability to handle confidential information and translate complex concepts into simple and understandable ideas.
- Attention to detail with a desire to improve processes to enhance Consumers' end to end experience.
- A Consumer centric mindset. The ability to see processes from Consumers point of view and spot opportunities to reduce friction points at consumers' end.
- Clear, concise and structured written and oral communication style.
- Ability to work with tight deadlines and risks.
- Ability to lead your peers towards a common goal.
- Critical thinking and delegation skills.
- Experience with Microsoft Office, specially Excel and PowerPoint.
- Experience with CRM and order management tools is a plus.
WHAT YOU WILL WORK ON
If this is you, you'll be contributing to the achievement of our team goals by leading and managing the work related to key areas of our business. In collaboration with the rest of CC Support Specialists, you will be providing assistance to the queries and incidents our contact centers report, and bring them to resolution. You will be driving and executing cross functional CS related projects and act as a Subject Matter Expert to reduce escalations, inefficiencies and increase overall performance of team.
On a typical day, you will be representing Nike CC in different cross functional environments collaborating hand in hand to resolve technical or process related issues and implement changes to improve the overall consumer end to end experience. You will be in direct contact with our outsourced contact center teams, different teams within Nike and external business partners to move our complex business forward.
Relocation is not available for this position
Applications for this role will be accepted until April 13th, 2025