Consumer Support Systems Analyst

Location:

Barcelona Hub (08018) – Basque Country, Spain

Salary:

Competitive

Type:

Permanent

Main Industry:

Search Construction Jobs

Advertiser:

Coty

Job ID:

131084772

Posted On:

13 September 2024

Consumer Support Systems Analyst

Consumer Affairs manages over 200,000 annual consumer contacts globally. Our product end-users contact Coty through several channels including phone, chat, bots, social media, and web forms. Requests include inquiries, complaints, and serious events. All contacts are handled within local regulations and documented SOPs. We provide actionable insights to various Coty teams to aid in product development and improvement.

RESPONSIBILITIES

As our Consumer Affairs Systems Analyst, you are responsible to ensures key software tools are designed and functioning to meet department needs. Work with users and department leaders to design system elements, including bots, AI features and data fields. Execute changes in-system to specification, test, and present changes to user teams.

Your main focus :

-Day-to-day administration of our contact management system in Emplifi Agent in Test and Production environments. System fundamental elements are maintained and updated as needed including product files, user profiles, standard letters, case codes, action processors, utilities etc.
-Design and develop bots within Emplifi system to enhance consumer experience. Maintain bots on an ongoing basis. Analyse user data to identify improvements and consumer insights.
-Troubleshoot system problems independently.
-Administer other functions including, fulfilment, and data processing within SAP
 

Leading the team:

-Work very closely with our system partner, Emplifi, to train, learn and maintain systems
-Coordinate with our Data Science Senior Manager regarding reporting needs, file uploads etc.
-Demonstrate interface changes to user teams
 

Continuous improvement

-Coordinate with external contact centre partners to understand user needs and design screens with them in mind.
-Identify and suggest system enhancements to increase productivity and efficiency of front-line users
 

Project management

-Independently lead bot and interface design projects from concept through design, development, testing and launch
-Lead system validation projects as needed after significant revision.
 

Working for Coty means to celebrate and liberate the diversity of beauty. We challenge convention through invention, expanding our horizons to enrich your reality with possibility. We build brands to inspire and enable our consumers to experience the confidence and joy of expressing their beauty, their way.

YOU ARE A COTY FIT

You like to solve problems and you have attention to details. As an experienced Consumer Affairs System Analyst, you have a mastery of systems, and you get energy from working in a fast-paced, diverse and international environment. Other than that, you:

-Bachelor’s Degree
-5 years CRM administration experience
-Experience in medium scale project management
-Effective communication with internal and external groups on middle level
-Flexibility to adjust priorities as needed
-Strong computer skills and experience including PowerBI, CRM, SAP or similar
-Master the English language on a near native level
 

OUR BENEFITS

As our Consumer Affairs System Analyst,
some of the benefits you will receive are:

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-A salary that matches your knowledge and experience
-Life and accident insurance
-Omni working opportunity: work from home till 50% of time
-Medical & Physiotherapy Service
-Employee assistance program
RECRUITMENT PROCESS  

-A telephone/online introductory meeting.
-A first online/in-person interview
-A second interview
-You will receive a proposal with the terms of employment.
 

ABOUT COTY

Coty is one of the world’s largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, skincare, and body care.
At Coty, we celebrate the entire human kaleidoscope and cultivate a culture of fearless kindness. Therefore, we are proud to be an equal opportunities employer. We do not discriminate against any candidate or employee and strive to be an open, inclusive and diverse workplace where all employees can be their authentic self.
Join us in making over the world of beauty!

For additional information about Coty Inc.,

coty/your-career
.

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