Job Description

Getting onboard Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.

Job Responsibilities :

• Responsible for RUSA End User RMA customer satisfaction
• Responsible for RUSA eCommerce customer satisfaction
• Timely processing of e-commerce orders that require fraud verification
• Provide presales assistance to e-commerce customers
• Implement and manage global end user RMA and eCommerce order support processes and procedures
• Ensure that replacement and eCommerce orders are shipped in a timely manner
• Conduct ongoing analysis of contact drivers to drive continuous improvement in service levels, and overall customer experience
• Partner closely with internal teams (Sales, Finance, and IT) to establish clear responsibilities and processes that maximize customer experience and operational excellence
• Support team members and team managers by answering questions, giving feedback, and providing guidance on team issues
• Monitor and analyze key metrics and reporting to make sure defined productivity and customer satisfaction service levels are met
• Advocate for process and policy changes that improve customer experience
• Handle high-profile customer escalations
• Ensure team members have the tools and training to do their jobs efficiently
• Develop and maintain subject matter expertise across functional areas of responsibility
• Hire and retains the right talent in the right roles
• Develop and empower direct reports to make decisions and take action

• 5 years\xe2\x80\x99 of experience in EU customer service and eCommerce order support
• Strong analytical and problem-solving skills
• Strong project management skills including planning, scheduling, prioritization, action items tracking, and project communication
• Ability to work with global teams across multiple cultures
• Ability to work in a fast-paced environment and ability to prioritize work and focus on generating business results
• Ability to communicate corporate objectives ensuring understanding and action in order to achieve goals
• Excellent interpersonal, verbal, and written communication skills
• Ability to influence and collaborate across organizational boundaries
• Ability to proactively manage escalations with minimal senior management intervention
• Ability to lead employee development through clear goal setting, regular coaching, and performance reviews
• Inspire team members toward a culture of customer centricity and continuous improvement
• Focused on generating measurable results
• Strong leadership skills
• Experience with outsourced call centers highly preferred