Kraków
Nr Ref.: 1076887
HAYS Poland jest firmą doradztwa personalnego, należącą do międzynarodowej grupy HAYS plc, notowanej na giełdzie w Londynie i największej firmy rekrutacyjnej w Wielkiej Brytanii.
Grupa posiada ponad 390 biur w 27 krajach na całym świecie, w których łącznie pracuje 8 300 specjalistów. Jest liderem w Europie Środkowej i Wschodniej, Azji, Ameryce Południowej, Australii, Nowej Zelandii, Chinach, Japonii, Hong Kongu i Kanadzie.
Founded in 1986, QVC (which stands for Quality, Value, Convenience) has an extraordinary 30 year track record of growth and success. Now with annual net revenues of US$8.7 billion, QVC has emerged as the world’s leading video and eCommerce retailer, with live TV broadcasts reaching more than 350 million homes worldwide. QVC’s customer-centric culture helps explain why over 90% of QVC’s annual revenues come from repeat customers – people who have come to know and trust us. And it’s a big reason QVC people are proud to work here.
Financial Services Associate
Responsibility Summary:
A Financial Services associate could perform on of the following activities:
· Cost Intensive Customer (CIC) Review - Research negative behaviours on customer’s accounts and determine what action is necessary to reduce further losses to QVC. Activities to be researched include excessive claims of non-receipt of merchandise, ordering without remittance, empty box returns, multiple box returns and all other cost intensive behaviours/activities. Investigation of customer’s account could result in coaching the customer or closing the account
· Processing non cashed issued checks before Escheatment - Review and process non cashed checks that might need to be escheated to a state in the US
· Audit Customer Service customer issued Refunds via a sample of an audit report to ensure inappropriate Refunds are not being provided to customers
· Customer Inquiries – based on defined GBS support Customer Queries need to be answered either in written or verbal form.
Key Accountabilities:
The Financial Services associate works independently making sound and justified decisions regarding addressing all cost intensive negative customer behaviours, verifying the appropriateness of Customer Service issued refunds and channelling only unconfirmed Escheat payments to US states. Scope of authority includes restricting customer accounts from further purchases or recommending permanent account closure to Supervisor as well as potentially calling customers and cancelling refunds when issued out of department guidelines. In addition, ensuring the accurate processing of potential escheat checks by reaching out to impacted customers (Mostly via letter).
Critical Skills/Knowledge:
· Ability to communicate in English
· Understanding importance of impact of customer satisfaction to market revenues
· Experience in Customer Service organizations
· Excellent written communication skills required to provide comments on accounts in a clear and concise manner for customer service to understand
· Ability to navigate quickly and multi task through systems and software
· Proficient with Microsoft Word/Excel
·Ability to deliver a negative message in a positive manner
Qualifications:
· Bachelor’s Degree from a four year college or university preferred
· 1+ years of customer service experience preferred
Just as we search the globe for unique products, we’re also searching for unique individuals to join our team. QVC offers a variety of career paths in Krakow, whether you are a recent university graduate, completing your studies, looking for the next step in your career or want to work flexible hours. With a wide range of exciting opportunities, there’s no better place to start or continue your career.
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