Ecommerce Customer Experience Specialist

FashionUnited; Auckland; Hybrid; NZD 55,000 - 75,000; Full time

Job summary

VF Corporation is seeking an Ecom Customer Service Specialist in Auckland to deliver end-to-end consumer support across email, phone, live chat, and social channels. You will capture friction points, analyze root causes, and share insights with cross-functional teams to improve the online shopping journey.

You will maintain SOPs, dashboards, and knowledge articles, while driving efficiency through process improvements and occasional automation opportunities.

Qualifications

• 3+ years in E-Commerce Customer Service, Customer Success/Experience, in-house CS team management or outsourced service provider for brand websites and marketplaces.
• Experience with CRM/CLM tools and data-driven improvement initiatives.
• Strong communication and stakeholder management across Sales, Logistics, Technology/Digital, Marketing, Merchandising, Finance.

Responsibilities

• Provide end-to-end support across all consumer contact channels (email, phone, live chat, web tickets, platform messages, product reviews, social/media inquiries).
• Maintain and optimize SOPs, knowledge base content, and contingency playbooks for the online purchase path.
• Log contact reasons, perform root-cause analysis, and contribute to KPI dashboards and improvement actions.
• Develop response guidelines and agent enablement materials for campaigns and promotions.
• Identify digitization, automation, and AI opportunities to raise efficiency and quality.

Skills

Customer service

Analytical skills

CRM experience

Excel

Project management

Communication

Education

Business Management / Marketing / Communication / Sales degree

Tools

CRM/CLM

PowerPoint

Excel

Job description

VF Corporation is seeking an Ecom Customer Service Specialist in Auckland to deliver end-to-end consumer support across email, phone, live chat, and social channels. You will capture friction points, analyze root causes, and share insights with cross-functional teams to improve the online shopping journey.

You will maintain SOPs, dashboards, and knowledge articles, while driving efficiency through process improvements and occasional automation opportunities.