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Belk logo
Organization
Job Title
WEB OPERATIONS ANALYST
Location
Charlotte, North Carolina
Country
United States
Region
Southeast
Position type
Permanent
Category
Retail
Job Function
Customer Serv/Order Entry
eCommerce
Experience level
Entry Level
Education level
Bachelor's Degree

WEB OPERATIONS ANALYST

Position Summary:

The Digital Operations Analyst is responsible for reviewing and resolving escalated eCommerce customer transaction issues.  Issues are escalated from the eCommerce Call Center and/or may be related to risk/fraudulent web oriented activities, or eCommerce customer service. Plays a role in providing advice and guidance to eCommerce Call Center. Serves the Fraud, and Customer Service and SDF Onboarding areas of Digital Operations. Analysts are cross trained and assigned to an area of specialization.  This position is specific to area of Customer Care.    

Essential Functions/Responsibilities:

  • Works daily with the Belk.com Call Center agents and the management team and the Store Fulfillment team to better serve customers, resolve issues, reduce customer appeasements and drive sales
    • Participates in the weekly conference calls for the eCommerce Call Center
    • Provides constructive feedback to the agents and management staff at the eCommerce Call Center
    • Detects potential trends regarding service levels that impact customer experience
    • Supports management and development of customer feedback partners
    • Partners with Digital Merchants regarding products and promotions, to review all marketing materials to be provided to the Call Center
    • Bachelor’s degree or related field or equivalent combination of industry related professional experience and education
      • 3-5 yrs of experience
      • A proven track record of providing exceptional customer service and teamwork
      • Strong computer skills and comfort in navigating multiple systems; proficient in Microsoft Office, Access Database, internet applications
      • Strong phone/communication/listening skills
      • Comfortable communicating with all levels in the organization and external partners
      • Excellent problem analysis and solving skills, demonstrating good judgment
      • Detailed and customer service oriented
      • Strong organizational and time management skills
      • Ability to perform multiple tasks simultaneously in stressful customer- sensitive situations,
      • Extremely discreet and trust-worthy with private customer information
      • Ability to work in a very confidential secured environment
      • Ability to work weekends during peak sale seasons
Requirements/Qualifications:

Preferred Education & Experience:

  • Customer service experience within a Call Center or Retail Store 
  • Retail eCommerce experience 

For reasonable accommodation information for an ADAAA qualified disability please see Belk Associate Handbook for policy and procedures.

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