Ecom Customer Service Specialist

VF Corporation; Auckland; On-site; NZD 70,000 - 100,000; Full time

Job summary

VF Corporation is seeking an Ecom Customer Service Specialist to support one to two APAC markets. You will handle email, phone, live chat, and platform messages to ensure a smooth purchase journey and trusted post‑sale support.

You will analyze friction points, share insights with Sales, Logistics, Marketing, and other teams, and help improve processes, knowledge content, and dashboards for better consumer experience.

Qualifications

• Minimum 3+ years in E‑Commerce Customer Service.
• Experience in in-house CS or outsourced service provider for ecommerce.
• Bachelor’s degree in Business, Marketing or related field.
• Experience with CRM/CLM systems and data analysis.
• Ability to translate insights into improvements for the customer journey.

Responsibilities

• Provide end‑to‑end support across omnichannel consumer contacts.
• Capture friction points and share root‑cause insights with partners.
• Log contact reasons and perform demand analysis for improvements.
• Study dashboards and contribute KPI analysis and recommendations.
• Prepare guidelines and agent enablement materials for campaigns.
• Pilot and give feedback on customer service tooling and AI opportunities.
• Suggest improvements to official sites and marketplace flows.

Skills

CRM/CLM

Analytical skills

Communication skills

Excel

Power BI

Tableau

Project management

PowerPoint

Education

Bachelor’s degree

Job description

Role & Responsibilities

The Ecom Customer Service Specialist serves one to two APAC markets and provides end‑to‑end support across all consumer contact channels—including email, phone, live chat, web tickets, platform messages, product reviews, social/media inquiries, and escalations. This role ensures consumers can discover the right products, resolve issues encountered during purchase, and receive clear, considerate after‑sales support, fostering long‑term, positive relationships with the brand.

While serving consumers, the Specialist continuously captures friction points in the online shopping journey, analyzes root causes, and shares actionable insights with partner functions (Sales, Logistics, Technology/Digital, Marketing, Merchandising, Finance, and outsourced service partners). By driving process improvements, the Specialist helps elevate service efficiency and quality and optimizes the overall online shopping experience.

Key Result Areas

• Create, maintain, and optimize full‑journey service processes (SOPs), conversation guidelines/scripts, knowledge base content, and contingency playbooks to support the complete online purchase path.
• Handle pre‑sale, in‑sale, and post‑sale inquiries and challenges via phone, email, live chat, platform messages, product reviews, social/media comments, and escalations; demonstrate ownership until resolution and clear communication back to the consumer.
• Systematically log contact reasons, quantify demand, and perform root‑cause analysis to identify experience gaps; consolidate findings and recommendation for improvement actions alignment.
• Study weekly/monthly dashboards and narrative reports; contribute core KPIs breakdown analytics; contribute data‑led proposals that improve efficiency, quality, and the consumer experience.
• Proactively align upcoming activities; prepare response guidelines, FAQs, knowledge articles, and agent enablement materials for routine campaigns/promotions to ensure consistent, accurate communication.
• Pilot and provide feedback on customer service tooling; identify digitization, automation, and AI opportunities that raise efficiency and quality (e.g., case deflection, smarter workflows, Auto/AI ideas), and support change.
• Offer recommendations on official websites and marketplace shopping flows from a service and consumer‑insights lens; participate in solution design reviews, UAT, and readiness activities as needed.

Success Measures

• Customer Service KPIs met or exceeded (Service Level, Resolution Time, CSAT, Case to Order Ratio)
• CS Knowledge Base and SOPs met along with business development
• DT Solution met Ecom excellent operation and business growth requirement
• Project initiated and completed.

Competency Requirements

• Change and innovation.
• Influence.
• Curiosity.
• Self‑motivation.
• Ability to work outside of set routines and in complex matrices.

Functional Competencies

• Analytical skills.
• Communication skills.
• Experience with CRM/CLM.
• Microsoft Excel, PowerPoint, Project.
• Tableau/Power BI Dashboard.
• Project management.

Experience

Minimum Relevant Experience: 3+ years in E‑Commerce Customer Service, Customer Success/Experience, in either in‑house CS team management experience, or outsourced service provider in Ecom brand website and marketplace.

Minimum Supervisory Experience: Nice to have.

Nature of Work: Department Execution.

Academic Qualifications

Minimum Degree Held: Bachelor’s degree.

Subject Expert In: Business Management, Marketing, Communication, Sales.