Live Chat Specialist (m/f/d)

HUGO BOSS is one of the leading premium fashion and lifestyle companies with around 13,800 employees worldwide. We work on innovative projects with passion and enthusiasm and create space for a variety of working methods. In this role, you will have the opportunity to support our digital transformation and to contribute new ideas - because, to create something extraordinary, we must explore new paths together. Join our team and shape your own future at HUGO BOSS!

Live Chat Specialist (m/f/d)
HUGO BOSS AG | Metzingen near Stuttgart | Germany | Full-time

Our Global eCommerce department ensures that hugoboss.com is a best in class, leading website, inspiring our customers and easily helping them to buy their HUGO BOSS products. We are looking for a Live Chat Specialist (m/f/d) who has a strong digital affinity as well as language proficiency in English and German.

What you can expect:

• Answer customer inquiries via email, phone,online chat and social channels (whatsapp,facebook, instagram etc.) and build a client base of loyal shoppers who make frequent purchases by utilizing chat as a primary communications method
• Support Live Chat platform maintenance and future innovations e.g. chatbot and phone orders
• Train customer facing teams and handover operative topics to the internal stakeholders in the company e.g. Chat, Customer Care Hubs in Germany and UK and Regional teams
• Maintain or create Signavios/PADS for audits and legal reviews
• Establish accurate, valuable and timely reports derived from backend systems
• Represent chat and manage FCI customer survey with the Customer Voice team and share with relevant stakeholders
• Brainstorm ideas on incorporating customer pain points into optimization roadmap
• Establish and maintain productive working relationships with internal and external strategic partners e.g. merchandising, operations or logistics
• Use you experience to suggest, implement and support new ideas for process/product improvements to the product team
• Report bugs and issues in day to day operations of the tools and processes in place & resolve escalations reported by stakeholder members

Your profile:

• Successfully completed bachelor's degree/ master's degree or an equivalent
• Highly customer- and service orientated, ideally with experience in retail and/or eCommerce (Fashion/Lifestyle/Luxury industry)
• Oral and written language proficiency (native) in English and French OR German & French a must. Spanish, Italian, Russian or Polish is an added bonus.
• Flexibility of schedule to include evenings, weekends and shift work depending on business needs
• Stay abreast of product knowledge, campaigns and promotional offering in preparation of key commercial moments e.g. Private & Public seasonal sales, Black Friday and Christmas
• Knowledge of applicable chat tools, systems, feeds, integrations and processes
• Good communication skills in order to explain topics adequately to the target audience
• High typing speed on mobile as well as on desktop and in general digital affinity is a must
• Ability to prioritize tasks based on business needs

Your benefits:

• Made for Me: three days in Metzingen and two days working remotely. Our hybrid working model "Threedom of work" is as individual as your personal needs.
• Today. Tomorrow. Always. Sustainability is one of our key values, and more than just a trend. We are committed to environmental, animal and climate protection, and human rights.
• Does innovation drive you? Same for us! We have digitized most of our workflows and almost fully automated our logistics centres.
• Exclusive discounts for shopping and arts: benefit from discounts for family and friends along with free entrance to more than 15 international art museums.
• High-performing people need a healthy balance. Take advantage of the employee gym, the beach volleyball field or yoga classes on the rooftop terrace.
• As a fashion company, we value good taste in everything - including food. Welcome to our own restaurant and café, Times.

Fashion is a form of self-expression. With our products, we want to inspire individuality and encourage everyone to be their authentic selves. HUGO BOSS is a global company with our employees representative of the world at large. We believe in a diverse and inclusive workforce, and are committed to equal employment opportunity regardless of, but not limited to, age, citizenship, disability, gender identity or expression, national origin, ethnicity, ancestry, religion, sex, marital status, or sexual orientation.