Customer Service Representative
1 mese fa
About the Role
We are seeking a highly skilled Customer Care Specialist to join our Support and Live Operations team. As a key member of our team, you will be responsible for managing daily contacts with customers and shoppers, providing efficient help in managing all phases of the order cycle.
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 when necessary with the Local Operation Team located in Italy.
- Receive and process customer orders, inquiries or complaints as the first line of support, then escalating where necessary.
- Maintain proper administration of order information in the 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 (if some features and options of our Customer app or internal tools do not work as intended, you will open a ticket with a detailed report of the bug, so that it can be investigated by our super Tech Department).
- Be responsible for product recall.
- Prevent and manage frauds.
- Using a dedicated Company's tool, you will be able to identify fraud attempts and prevent any kind of loss (either money or products).
Requirements
We are looking for a candidate with a Bachelor Degree in humanities or communications, previous experiences in customer or operations facing roles (up to 1 year), preferably as Customer Care / Operation Specialist in B2B or B2C companies. You must be proficient with Office (specifically, Excel), and proficiency with ZenDesk is a plus. You should be available to work on shifts, even during weekends and sometimes on holidays. You should be mother tongue or fluent in Italian and your English knowledge is upper intermediate (B2) or even better.
About Us
We are Everli, Europe's leading marketplace for online grocery shopping and one of its fastest growing scale-ups. We are on a mission to deliver customers peace of mind with a trouble-free grocery experience they love and trust. We achieve our growth through a culture that is collaborative, transparent, data-driven and focused on our mission. Our rapidly growing and diverse international team (20 nationalities and counting) has offices located in Italy (with headquarters in Milan & Verona).
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