Feelance Junior Specialist Training & Knowledge

About PVH Corp.

PVH is one of the most admired fashion and lifestyle companies in the world.

We power brands that drive fashion forward for good.

Our brand portfolio includes the iconic CALVIN KLEIN and TOMMY HILFIGER. We market a variety of goods under these and other nationally and internationally known owned and licensed brands. PVH has over 40,000 associates operating in over 40 countries and $9.9 billion in annual revenues. That's the Power of Us. That’s the Power of PVH.

The Team

Fitting within Digital Sales Europe, Customer Service handles over approximately 150 escalations daily coming from customers through the Call Center, for both Tommy Hilfiger and Calvin Klein. ECOM Customer Service supports around 27 different European markets and strives to ensure operational excellence that translates into an improved consumer-centric journey by building strong ties with other Teams within ECOM particularly, PVH as a whole and the Call Center. With other talented professionals solving complex queries and working on projects to optimize processes, Customer Service supports the growth of our websites tommy.com and calvinklein.com striving for outstanding quality service to our B2C customers.

The Position:

As a Junior Specialist Training & Knowledge within Customer Service, reporting directly to the Customer Service Training & Knowledge Supervisor, you will be responsible for the creation and maintenance of agent- and consumer facing knowledge material for our remote call center (e.g. FAQs, process articles, communication email templates).

You will have a basic understanding of Customer Service processes (copy)writing, and project planning. You will be in close communication with the Training team in our Call Center based in Lisbon, to make sure the processes are correctly communicated.

Key responsibilities:

• Create and maintain knowledge material for our CS agents

  
  

• Create and maintain consumer facing content (FAQs, live chat/email templates)

  
  

• Support in restructure and redesign of our internal Knowledge base (and content)

  
  

• Partner with the different teams across Digital Sales to ensure CS processes and consumer facing content are always updated and relevant

  
  

• Support the T&K team with the creation of training material for our customer service agents.

  
  

• Work closely with the Customer Service operations and Customer Delight team on shared goals to reduce the contacts and increase the overall usage of the CS Pages

  
  

• Work with the CS Operational Excellence team (OPEX) in analyzing consumer data, like NPS and Adobe analytics, which we’ll use to improve our CS quality and training materials.

  
  

• Maintain user access and manage accounts for our agents and internal colleagues, for the tools and platforms we use

  
  

• Support in CS initiatives and projects (OKRs, priorities), to ensure ongoing growth within the team

The ideal candidate:

• Minimum 2 years of proven experience in the creation of (consumer facing) content, preferably in a Customer Service environment

  
  

• Fluent in spoken and written English is a must

  
  

• Spoken and written additional languages is a plus

  
  

• Experience in working with CMS platforms is a plus

  
  

• Experience in copywriting is a plus

  
  

• Working knowledge of Microsoft Office applications (Word, Excel, PowerPoint, MS Teams etc.)

  
  

• Working knowledge of online/web-based content creation and management platforms

  
  

• Experience on digital analytics tools will be considered a plus (I.E: Adobe Analytics, Qualtrix)

  
  

• Collaborative; able to liaise closely across different levels of the organization with great interpersonal and communication skills

  
  

• Independent, hands-on, able to prioritize, results-oriented and structured, think from a growth-mindset

PVH Europe and our brands, TOMMY HILFIGER and CALVIN KLEIN, are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging. We believe we are bettered by all forms of diversity, and take pride in working with top talent from every walk of life and corner of the world. In the spirit of inclusivity, qualified applicants will be considered without regard to age, ethnicity, ability, gender, gender expression, gender identity, nationality, race, religion or sexual orientation.