E-commerce Payments Support

Reporting directly to the E-Commerce Payments Senior Supervisor, the E-Commerce Payments Support has the responsibility to oversee the end-to-end payment experience, ensuring a frictionless payment process, while proactively detecting and mitigating cancellations and fraud risks. Good analytical skills are required to monitor KPIs related to online payments.

The role requires attention to detail and the ability to work collaboratively with cross-functional teams. Strong communication skills are required to effectively engage with customers and stakeholders, ensuring that customer satisfaction remains a top priority.

CORE JOB RESPONSIBILITIES

• Deal with the outsourced payment providers, supporting the E-commerce Payments Specialist, monitoring the performances, activities and related costs;
• Strictly cooperate with E-commerce Payments Specialist in order to minimize order review and fraud rates and maximize order acceptance rate;
• Support E-commerce Payments Specialist in monitoring the cancellation rate, cooperating with other teams involved to minimize it;
• Monitor payment performances of different providers through daily, weekly and monthly analysis, proactively report any issue that may arise and troubleshoot if needed;
• Daily check of suspect customer orders and chargeback rate;
• Daily check of pending orders on payment risk tool;
• Promptly inform E-Commerce Payments Senior Supervisor on problems emerging with customers’ payments, blocks or frauds on www.guess.eu and troubleshoot if needed;
• Manage day-by-day outsourced customer service escalations related to online payments with correctness and consistency and deal directly with final customers in case of need, strictly interacting with CEM Senior Specialist;
• Promptly interact with external providers (payment provider and acquirer, customer service, warehouses, couriers) to troubleshoot final customers’ issues related to order management, shipments, returns, payments or any general request;
• Benchmark activity focusing on payment offer in the online market;
• Cooperate with the whole E-Commerce team maximizing sales and improving user journeys and customers’ satisfaction;
• Provide support to the various projects’ implementation in all the steps, starting from the kick-off through the roll-out till the final release, cooperating with other team members.

• Required Languages:

1. Fluent English
2. Fluent Spanish
3. Any additional language is a plus

• Good computer skills (Office suite, Internet browsers - IE/FF/Chrome)
• Well organized, self-motivated and able to multitask within a fast-paced environment
• Excellent execution, high respect of deadlines and good level of proactivity
• Sense of ownership and pride in the performance and its impact on company’s success
• High results orientation and bias toward action
• Capability of adapt to changes and work under pressure
• Critical thinker and problem-solving skills
• Attention to detail. Excellent analytical and time management skills
• Capability to work under strict, short deadlines
• Team player, ability to work independently and customer oriented
• Excellent oral and written communication skills with both internal and external speakers
• Able to communicate and co-operate within the department
• Flexibility with working hours

• An International, fresh and dynamic working environment
• Balance between work and personal life: Smart Working (Hybrid work model) and Time flexibility;
• Training & Development platform and paths
• Discount on our products both online and in stores

Don’t miss your chance to join a progressive and sustainable global company, which is constantly looking for new challenges and opportunities to grow in a competitive and tough market.

Guess promotes a people-first workspace, where their well-being and their development are part of the history and the success of the brand.

Do you think we’re a good match for you? Apply now to be part of our family!