[Hiring] Customer Care Optimisation Analyst @Wolverine Worldwide

Role Description

This is an exciting opportunity to join us as a Customer Care Optimisation Analyst as we continue our mission to empower women through fitness and beyond. You in?

• Managing Salesforce permissions
• General troubleshooting – need to complete Sales Administration certificate
• Make changes to Salesforce, e.g. layout, new fields, picklists etc.
• Potential to complete Development certificate
• Continual updates of Knowledgebase articles including refining search tags
• Identify optimisation opportunities within Salesforce
• Supporting UAT on new releases of Salesforce functionality
• Continual monitoring and refining of Chatbot to maximise contact deflection
• Explore in-store hand-offs for Live Chat/video calls
• Reporting and insights
• Analysing customer feedback – including CSAT, Customer Effort Score, NPS, assisted sales conversations and also feedback provided by customers on External FAQs
• Creating and updating process flowcharts
• Supporting with ad-hoc training guides and workshops
• Supporting with floor-walking
• Continual updates of Saved Replies including refining search tags
• Continual updates of External FAQs including refining search tags
• Work closely with the Quality & Training Manager and other senior stakeholders to ensure the highest possible standard of CRM Optimisation is produced

Qualifications

• Attention to detail
• Ability to translate data into insights
• Operations support
• Customer-obsessed and resolution focused
• Highly self-motivated and hungry to learn
• Excellent communication skills with all stakeholders
• A friendly and professional demeanour
• Problem-solving and thinking outside the box
• Ability to work under pressure in a fast-paced environment
• Utilising multiple systems
• Ability to work towards set KPI’s/targets

Our DEI Commitment

We are working to create a culture and team that represents our mission of empowerment. We want to celebrate our diversity, embody inclusion and create an equitable business. This means doing more and working harder to make the long-lasting changes necessary. We care about our people, our community and world.

We want to stand up for what we believe in and give our people a platform to use their voice. To actively listen and learn from what they have to say. This involves focusing on learning, development, and progression across the business. Being clear on the responsibilities we hold each other and to our community. It also means being committed to equal employment opportunities. Ensuring we consider ALL applicants for jobs and working harder to make our job advertising more inclusive.

Our DEI mission is "to embed diversity, equity and inclusion at the heart of our business. To create a culture of belonging that empowers everyone to be their best authentic self. We commit to celebrating different perspectives and to continuously learning, developing and challenging ourselves and our partners."

We know we're on a journey. And far from perfect. But we want to be a part of the solution to the problem. It might not be comfortable or straightforward. But if we weren't up for doing the hard work and breaking the mould, we wouldn't be Sweaty Betty. We are committed to working across our business and with our DEI committee & DEI Collective to be champions, allies and inclusive, always. Because when we say all, we mean it.