Customer Service Analyst- with German
Customer Service Analyst- with German
The Opportunity
Do you have a keen eye for detail? Are you passionate about working in a fast-paced environment and using the latest tools to push our business toward a better customer experience? If yes, then keep reading - this opportunity could be for you!
In this role, you will be a part of our Speech to Text Analytics team using newly acquired Speech to Text software to drive business improvements. This role will see you diving into customer contacts to improve the quality of results by testing the accuracy of the data and providing precise feedback.
This role is ideally suited to a highly self-motivated individual with good team working skills as you will regularly liaise with team members both in the EU and US to help build accurate data with a practical application that will positively impact the development of our Customer Service.
The QA Team
Our Sales and Service Quality Assurance Team evaluates the quality of our customer interactions to drive consistency and improvements across the customer service organisation. We collaborate with internal stakeholders to align customer experience goals cross-functionally and share feedback from the lens of the customer for all new initiatives and process changes. We are committed to providing viable feedback that will enable our sales and service consultants to deliver an effortless customer experience.
Responsibilities
- Accurately review large volumes of customer calls/emails to establish the accuracy of the results being developed by the speech-to-text analytics team.
- Develop an understanding of the workings of our primary tools (e.g. Call Miner) to provide informed suggestions and drive improvements in the accuracy of the testing results.
- Maintain a high level of productivity, flexibility and accuracy to deliver successful results.
- Support the Speech to Text team with projects, deep dives and other tasks as assigned
Requirements:
- Fluency in English and German
- Excellent written communication skills
- Ability to work well both independently and in a fast-paced team environment
- Ability to review large amounts of content without compromising on the accuracy of your work
- Forward thinking and able to understand the practical applications of the data you are working with
- A strong customer experience focus and an analytical approach to reviewing customer contacts
- Ability to multi-task and prioritize assignments appropriately
- Strong technical skills (proficiency in Excel)
Closing Date: Monday October 8th 2018
What Wayfair Offers to our Employees:
- Health insurance
- Pension
- Bonus
- Cycle to work scheme
- Gym Membership contribution
- Monthly Team outings
- Employee Purchase Discounts
- Bus Saver Ticket scheme
- Training Programs for continued career education
- Paid Volunteering Day
- And finally, free snacks, tea and coffee!
About Wayfair Inc.
Wayfair believes everyone should live in a home they love. Through technology and innovation, Wayfair makes it possible for shoppers to quickly and easily find exactly what they want from a selection of more than 10 million items across home furnishings, décor, home improvement, housewares and more. Committed to delighting its customers every step of the way, Wayfair is reinventing the way people shop for their homes - from product discovery to final delivery.
Wayfair generated $5.2 billion in net revenue for the twelve months ended March 31, 2018. Headquartered in Boston, Massachusetts with operations throughout North America and Europe, the company employs more than 8,700 people.
Wayfair does not accept unsolicited candidate referrals or resumes / CVs from third-party vendors, including recruitment agencies. Wayfair will not be responsible or liable for any fees or costs associated with such unsolicited submissions.
You must be eligible to work legally in Ireland and be in a position to provide confirmation of eligibility upon request.
Note: WAYFAIR is committed to an environment that provides equal employment opportunities to all employees, and qualified candidates, without regard to race, colour, religion, gender, sexual orientation, age, national origin or disability.