Specialist - Digital Operations

Hong Kong, Hong Kong SAR
05 January 2022
Permanent Job

Position

The Specialist - Digital Operations needs to ensure all Hong Kong& Taiwan e-Retail operations are processed with efficiency. He/ she will be responsible of order review, order processing, performing fraud prevention activities, as well as researching and solving post sales issues. He/ she will be based in Hong Kong corporate office.
Duties and Responsibilities
  • Actively monitor the order flow lifecycle (including backorders) and identify any stuck orders
  • Perform fraud screening and review orders with a variety of tools to identify high risk transactions. Produce reports to analyze traffic/fraud data, identify and counter behavioral patterns.
  • Implement processes and strategies to reduce chargeback risks and minimize financial loss
  • Follow up on and track resolution of clients’ order-related complaints; follow up on and resolve shipment and delivery issues
  • Monitor and process returns, exchanges and refunds
  • Technical troubleshooting and raising of incidents with IT/warehouse
  • Be the bridge between Digital Team and Client Services Center, to ensure that operational requests are followed through timely, and SOPs are well communicated
  • Provide suggestions to optimize existing workflows, in order to scale the business
  • Be the point of contact: 
    • Participate in workshops, user acceptance testing and transition towards production when new features are being deployed
    • Interact with our clients providing them with the best experience
    • Work closely with other cross-functional teams within Louis Vuitton (e.g. Finance, Warehouse, IT, Stores) as well as external service providers 

Profile

Key Requirements & Competencies    
  • Experience or knowledge of fraud trends/behaviors and credit card industry, luxury a plus
  • Good knowledge of cultural and geographical specificities of the ecommerce countries
  • Excellent organization, analytical and prioritization skills: ability to multi-task, meet deadlines and detail orientated
  • Capability of treating a mass of information and managing various systems simultaneously
  • Ability to use sound judgment to evaluate situations and react quickly depending on the situation (e.g. orders blocked, fraud…) by proposing adequate action plans
  • Ability to work independently as well as closely with other team members, demonstrating a positive and enthusiastic attitude, as well as strong communication and coordination skills
  • Flexibility and willingness to adjust to organizational needs, particularly during peak seasons, with the occasional need to work on public holidays
  • Proficient in English, Cantonese and Mandarin is a MUST, any other language(s) a plus

Additional information

All applications will be treated in strict confidence and used only for recruitment purpose. Applicants who are not invited for interview within four weeks may be considered for other suitable positions within the Group over a one-year period, after which their personal data will be destroyed.

Reference: LVM15186