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Customer Service Representative

2 mesi fa

Verona, Veneto, Italia everli A tempo pieno
About the Role

We are seeking a highly skilled Customer Care Specialist to join our Support and Live Operations team in Verona. As a key member of our team, you will be responsible for providing exceptional customer service and support to our customers in the Italian market.

Key Responsibilities
  • Manage daily contacts with customers and shoppers, providing efficient help in managing all phases of the order cycle.
  • Take care of logistics issues and orders assignation, cooperating with the Local Operation Team in Italy.
  • Receive and process customer orders, inquiries, or complaints as the first line of support, escalating where necessary.
  • Maintain proper administration of order information in relevant systems to ensure up-to-date information, simple tracking, early detection of potential issues, and to enable forecasting.
  • Proactively execute cash collection in line with payment terms and process flows.
  • Report bugs related to our apps, opening a ticket with a detailed report of the bug, so that it can be investigated by our Tech Department.
  • Be responsible for product recall.
  • Prevent and manage frauds, using a dedicated Company's tool to identify fraud attempts and prevent any kind of loss.
  • Answer technical questions and resolve technical difficulties for the customer, escalating where necessary.
  • Familiarize yourself with new products and services as they are introduced.
What We Offer

We offer a full-time fixed-term contract of 1 year with work shifts. The gross annual salary is €. In addition to that, we have plenty of cool benefits:

  • Welfare Budget: You can use this credit for a wide selection of services (education, public transport, vacations, and entertainment, wellness, culture, etc).
  • Home Workstation Budget: You can purchase items you will use to build your own home workstation (such as an ergonomic chair, desk PC screen, desk footrest, desk lamp, mouse, mousepad, keyboard, professional headphones, PC adapter).
  • Mental Health Support: You can start a psychotherapy path with Unobravo, with Everli fully covering the first five sessions of therapy.
  • Discount on your grocery: Anytime you use our service to get your grocery, you can apply a reserved discount on your basket.
  • Flexible working conditions: We have a hybrid work approach.
Requirements
  • You have a Bachelor Degree in humanities or communications.
  • You developed previous experiences in customer or operations-facing roles (up to 1 year), preferably as Customer Care/Operation Specialist in B2B or B2C companies.
  • You are proficient with Office (specifically, Excel); proficiency with ZenDesk is a plus.
  • You are available to work on shifts, even during weekends and sometimes on holidays.
  • You are mother tongue or fluent in Italian and your English knowledge is upper intermediate (B2) or even better.

Nice to have skills:

  • Strong interpersonal skills and commercial inclination.
  • Flexibility, problem-solving abilities, precision.
  • Multi-tasking skills.

Everli is proud to be an equal opportunity employer. We foster an inclusive and diverse workplace. No matter who you are, what you look like, or how many years ago you started your career: you will always be welcome in our team. Just like in a grocery store, diversity is richness.