Ecommerce Customer Experience Specialist - APAC

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

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.