Customer Care Specialist

3 settimane fa

Bologna, Emilia-Romagna, Italia Yoox Net-A-Porter Group A tempo pieno

Our global Operations team make it possible for us to offer worldwide shipping to more than 180 countries, including same-day delivery to New York, London and Milan, while providing a seamless shopping experience across mobile, tablet and desktop, with easy returns.

We have 9 distributions centres and 11 Customer Care centres who work with in 11 different languages and are available 24 / 7, 365 days a year.

Operations are now seeking a talented Customer Care Escalation Support to join the Customer Care Escalation team.
Some of the essentials for you to know are :
This job position is open to people registered in the list of protected categories (CATEGORIE PROTETTE) pursuant to Law 68 / 99
Here is a breakdown of what you'll be doing : Managing of customers' requests escalated by our 1^ level Contact centres, for all web sites powered by YNAP Group (YOOX and Online Flagship Stores); Managing back office activities (returns acceptance, refunds tool, Customer care request tool for internal employees, Customer care tool orders Alerts, Payment acquirers back office activities); Customer care escalation team work organization ("weekly point of contact"); Being a point of reference, as escalation team member, to Third party contact centers (i.e.
Brands with In-house customer care and Tailor made customer care); Collaboration with Training& Quality team, to highlight major malpractices performed by 1st level contact centres and to enhance the quality of the service provided to our customers; Interacting with all YNAP Group internal structures affecting Customers' final experiences and needs; Managing contacts for MarketPlace orders and liaising with sellers and / or internal stakeholders; The type of person we are looking for : University degree; One year of experience in a similar position as a plus; Excellent verbal and written communication skills in English and other language is a plus; Strong verbal and written communication skills in another foreign language will be considered a plus; Knowledge of Social media channels (Facebook, Twitter, Instagram, WhatsApp) as a plus; Problem solving and organizational skills; Passion for Customer Service and customer caring activities; Ability to work well in a team; Excellent communication skills (both verbal and written); Highly customer-oriented; Ability to learn complex procedures and being proactive in proposing innovations and improvements; Experience Level : Entry level
Workplace Type : Hybrid
Customer Care Specialist
• Bologna, Italia
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