Job Details:-

Hiring Organization: Wayfair

Post Name: Customer Service 

Qualification: Graduation

Work Hours: 4 Hours

Language: English

Salary: $20-$30/hour

Location: Hartford, USA

Job Description:

At Wayfair, we care about our customers! Our award-winning customer service team balances technology and human empathy to build customer trust and loyalty. From the moment a customer orders with Wayfair to delivery to her home, our team works to make home shopping easier than ever. The customer service team works proactively in a fast-paced environment to track customer orders and ensure a seamless transition from product to customer. We are passionate about our customers and work to delight them in every interaction with Wayfair. You will be responsible for driving the performance and health of our post-purchase customer experience and transforming it. You will lead a team that works cross-functionally with stakeholders across Wayfair departments such as Marketing, Commerce, Operations and Engineering, creating world-class customer journeys for all Wayfair clients - B2B and B2C globally.

What will you do?

• Create analysis reports to generate information that can be processed to improve our E2E customers after the purchase of E2E
• Translate KPI movements into recommendations for the iteration, implementation and automation of system processes
• It operates as a group of crossed experts who include customer needs and Wayfair & Supply processes, therefore they define, plan, deliver transformation trips
• Develop models to evaluate the economic impact of agents, customer behavior and commercial decisions
• Associate product equipment to design and implement a agile development road map to improve our technological tools for customers and agents
• Associated operational equipment effectively, including the workforce management teams, training and management of changes to the Contact Center Center
• Administer multiple priorities in a facial environment with effective communication and in -depth monitoring
• Problems solve situations; Require the use of data collection and analysis
• Carry out research for users and market to define the long -term strategy

Example projects

• Analyze the arrival data of calls -mail/chat and conduct user searches for the main cause of the weak points of the customer
• Identify and quantify the opportunities with the anxiety of the customer around the process of delivery of large packages around different levels of programming and delivery programming (for example, at home, outdoor delivery)
• Design solutions to mitigate the anxiety of customers by providing clearer messages in various customer orientation interfaces (for example, payment, monitoring package, and -up confirmation of orders) in association with products, engineering and marketing
• Develop the ability to proactively identify the problems following the purchase (for example, damage, loss, programming exception) with partners of the supply chain and of the proactive design service model
• It develops new ideas to "surprise" the customer and measure their effectiveness, such as the virtual assistant who provides for his intention and provides a personalized solution in his favorite channel

What you will need:

• More than 4 years of experience in consultancy, analysis, supply chain or corporate strategy in a high growth environment is an advantage
• Degree in Engineering, supply chain, mathematics, economics or other concentrations with a very favorite heavy quantitative approach
• Excel or SQL experience, bonus points for r or other programming skills
• Passion for the customer's experience, transformation and acting as a change agent
• Work experience with new companies and/or agencies in the sector focused on innovation in customer service technologies
• Proactive, in the future and ability to synthesize information in fact effectively and quickly in recommendations, actions and clear decisions
• Strong leadership, executive presence, organizational agility, impact ability and higher leading influence throughout the company; Ability to win/quickly develop the trust and trust of the internal and external parties
• Experience with complex operating, process and performance improvement projects
• Demonstrated ability to thrive in a dynamic environment that horse horses of intellectual force and mental agility to quickly learn new issues, understand our organization, culture and unique approaches.

Assistance for people with disabilities

Wayfair is totally committed to providing equal opportunities to all people, including people with disabilities. As part of this commitment, Wayfair will make reasonable adaptations to the well -known physical or mental limits of qualified people with disabilities, unless it imposes undoubted difficulties in commercial operations. If you require reasonable accommodations to participate in the job application or interview process, please contact candidateaccommodations@wayfair.com.

Top 20 Common Interview Questions

1. Tell me about yourself.
2. What are your strengths and weaknesses?
3. Why do you want to work for our company?
4. What experience do you have that makes you a good fit for this position?
5. What are your long-term career goals?
6. How do you handle stress and pressure?
7. Can you give me an example of a time when you had to resolve a conflict with a colleague?
8. What do you know about our industry/competitors?
9. How do you stay organized and manage your workload?
10. Can you describe a time when you had to think creatively to solve a problem?
11. How do you handle criticism or feedback?
12. What motivates you to perform at your best?
13. How do you prioritize tasks and manage your time effectively?
14. What do you think are the most important qualities for success in this role?
15. Can you describe your leadership style?
16. Can you walk me through your resume and explain any gaps or inconsistencies?
17. What do you think sets you apart from other candidates?
18. How do you handle ambiguity or uncertainty in a project?
19. Can you give an example of a time when you had to adapt to a new situation quickly?
20. What questions do you have for us?

It's important to prepare for these types of questions and think about how you can best showcase your skills and experience to demonstrate why you're the right fit for the job.