Ecom Customer Service Specialist

VF Corporation
New Zealand
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: bachelorsSkills: ["Change and innovation","Influence","Curiosity","Self-motivation","Communication"]

Serve 1–2 APAC markets with end-to-end e-commerce customer support across email, phone, live chat, web tickets, platform messages, product reviews, social inquiries, and escalations. Own resolutions and communicate clearly to consumers while capturing friction points, performing root-cause analysis, and sharing actionable insights with Sales, Logistics, Technology/Digital, Marketing, Merchandising, Finance, and service partners. Build and optimize SOPs, knowledge content, KPIs reporting, and pilot service tooling improvements.

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FursaFursa
VF Corporation
VF Corporation
1 month ago

Ecom Customer Service Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Serve 1–2 APAC markets with end-to-end e-commerce customer support across email, phone, live chat, web tickets, platform messages, product reviews, social inquiries, and escalations. Own resolutions and communicate clearly to consumers while capturing friction points, performing root-cause analysis, and sharing actionable insights with Sales, Logistics, Technology/Digital, Marketing, Merchandising, Finance, and service partners. Build and optimize SOPs, knowledge content, KPIs reporting, and pilot service tooling improvements.
Location: New Zealand
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Create, maintain, and optimize full-journey customer service processes (SOPs), conversation guidelines/scripts, knowledge base content, and contingency playbooks.
  • •Handle pre-sale, in-sale, and post-sale inquiries and challenges across phone, email, live chat, platform messages, product reviews, social media, and escalations—ensuring ownership through resolution.
  • •Log contact reasons, quantify demand, and conduct root-cause analysis to identify experience gaps, then align recommendations for improvement actions.
  • •Review weekly/monthly dashboards and narrative reports, contribute KPI analytics, and propose data-led improvements to efficiency, quality, and consumer experience.
  • •Pilot and provide feedback on customer service tooling; identify digitization, automation, and AI opportunities and support solution design reviews, UAT, and readiness as needed.

Key Requirements

  • •3+ years in e-commerce customer service or customer success/experience, either in-house CS team management or outsourced e-commerce brand website/marketplace support.
  • •Bachelor’s degree.
  • •Strong analytical skills to log contact reasons, quantify demand, and perform root-cause analysis to identify experience gaps.
  • •Experience with CRM/CLM and customer service knowledge base/SOP maintenance.
  • •Proficiency with Microsoft Excel, PowerPoint, and project management tools, plus Tableau/Power BI dashboarding.
Experience:3+ yearsE-commerceCustomer serviceCustomer successMarketplaceAPAC
Education:Bachelor's in Business Management, Marketing, Communication, Sales
Skills:Change and innovationInfluenceCuriositySelf-motivationCommunication
Tech Stack:CRM/CLMMicrosoft ExcelMicrosoft PowerPointMicrosoft ProjectTableauPower BIAIAutomationCase deflection

Company Brief

VF Corporation
Global apparel and footwear company that owns brands such as Vans, The North Face, Timberland, and Dickies. Designs, markets, and distributes branded lifestyle products through wholesale, retail, and e-commerce channels worldwide.
Industry: Fashion & Apparel
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Denver, United States
Founded: 1899
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Glassdoor: 3.7
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