Job Description

Who we are: As North America’s oldest startup and Canada’s purpose-driven digital marketplace, The Bay is on a high-growth mission to rewrite the rules of retail to help Canadians live a colorful life. If you believe in the power of our iconic brand and thrive on problem-solving at scale, we want you to join our team.

At The Bay, smart, high-performing team members will challenge you to learn and grow every day. We value ambitious work and great ideas grounded in data and insights. We're looking for talented people who love a fast-paced environment, embrace change, and are looking to make an impact with groundbreaking ideas.

We are building a digital-first company and brand for a diverse world and we need an inclusive team to reach our potential. We strongly encourage applications from everyone to come and join a winning team that supports diverse thinking and demonstrates innovation, energy, creativity, and vision every day. You can learn more and view available positions in Bengaluru, by visiting https://www.hbcindiacareers.com/. What This Position Is All About: Marketplace teams add thousands of new items to the websites each week. The customer support Analyst for Marketplace is responsible for ensuring a superior customer support experience via email and relevant tools. Who You Are:

• Take a proactive stance in approaching ticket replies as well as broader user issues.
• Adhere and exceed operational KPIs like CSAT, first response SLA, ticket resolution SLA, etc
• Be proactive, Investigate and resolve escalated customer issues, ensuring we are adhering to our team's mission of building lasting relationships with our customers
• Working in a very high-paced, high-risk environment where you have a direct impact on customer relationships
• Proactive engagement with the customers/sellers with clear & timely communication
• Efficiently manage queries between the sellers & customers, ensure both parties are informed of issues, resolution steps, and likely resolution time
• Act as a single point of contact for all incidents
• Route issues to the right owner & follow up to ensure closure
• Support & continuously improve the customer/seller service process with an analytical and problem-solving approach

As the On-boarding Analyst, you will:

• Bachelor’s degree with 1-2 years of vendor/seller/customer facing experience in marketplace/e-Commerce
• Understanding of retail eCommerce landscape & cataloging knowledge
• Strong communication, interpersonal, analytical, and problem-solving skills
• Excellent writing, speaking, and presentation skills
• Business acumen in areas of e-commerce and retail is desirable
• Process improvement awareness and experience
• Able to prioritize and manage time, with a high level of flexibility & comfortable dealing with ambiguous situations
• Minimum of 1-year experience in e-commerce, catalog, retail site merchandising preferred

How Often You May Travel: NA Your Life and Career at HBC: ? Be part of a world-class team; work with an adventurous spirit; think and act like an owner-operator! ? Exposure to rewarding career advancement opportunities from IT to Human Resources to Merchandising to Finance. ? A culture that promotes a healthy, fulfilling work/life balance

Job Qualifications

Thank you for your interest with HBC. We look forward to reviewing your application. HBC provides equal employment opportunities (EEO) to all employees and applicants for employment.