Posted: Sunday, March 5, 2017 11:15 PM
Job ID : 103340 Location Name: CA-FSC SF Off (0174) Address: 525 Market St, 32nd Floor , San Francisco , CA 94105 , United States (US) Job Type: Full Time Position Type (Regular/Temporary): Regular Employee Job Function: Digital/E-Commerce Position Summary The Reporting Specialist supports the Sephora Client Services team by creating reports that monitor performance and identify business insights. Ideal candidates for this role will use their technical and analytical savvy to drive efficiencies and provide insights that facilitate an optimal customer service experience. Position Expectations and Job Responsibilities Design and produce reports that measure customer service agent, team, and overall department performance. Create and maintain monthly Client Services KPI dashboard to report department performance. Partner with call center vendor and Sephora Client Services team to develop telephony reports. Analyze reports to identify business insights and summarize findings to Client Services team. Maintain contact disposition tools for call, email, and chat channels. Produce reports and develop insights that explain contact drivers in each channel. Respond to ad hoc inquiries from business partners about contact drivers. Partner with Client Services Business Analyst and team to understand and utilize email and chat management tools, including developing reports and configuring workflows. Minimum Qualifications: Education and Experience Bachelor's degree required. 2+ years of business analyst or equivalent experience required. Call center and customer service experience preferred. Required Skills and Abilities Possesses passion for customer service. Thrives in an environment that is customer service-oriented, fast-paced, rapidly changing, and occasionally ambiguous. Strong mathematical, analytical, communication, time management, and organizational skills. Possesses strong attention to detail and superior follow-up skills. Contributes new ideas and finds solutions to business challenges. Is a lifelong learner with a high just-in-time learning capability. Is a dynamic, highly motivated person who works well independently and prioritizes to achieve objectives. Self-manages multiple projects within tight timeframes and dynamic priorities. Ability to adjust to seasonal demands of retail and e-commerce environment. Proficient in MS Excel and Word. COMPANY OVERVIEW: SEPHORA has been changing the face of prestige cosmetics since its debut in 1970s Paris. Sephora was acquired by luxury group Moet Hennessy Louis Vuitton (LVMH) in 1997 then launched stateside in 1998, and is currently home to 200 world-class brands - including its own private label, SEPHORA COLLECTION. Sephora's curated assortment features more than 14,000 products including makeup, skin care, perfume, hair care, body, professional tools and more. Sephora is the beauty education hub, offering consultations at the Beauty Studio, a variety of complimentary classes, one-on-one service from Personal Beauty Advisors, and exclusive retail technology SKINCARE IQ, COLOR IQ, and FRAGRANCE IQ. Sephora is an international force in beauty, and its award-winning website and ever-growing presence on social-media make it the world's premier digital beauty destination.
• Location: San Francisco
• Post ID: 56651968 sf