Customer Experience Specialist with Omnichannel Support
5 giorni fa
Everli, Europe's leading marketplace for online grocery shopping, is seeking a Customer Experience Specialist to join its Support & Live Operations team in Milan. This fixed-term contract position offers a unique opportunity to deliver exceptional customer experiences and drive business growth.
Company OverviewAs a pioneering scale-up, Everli has revolutionized the way people shop for groceries online. With a culture that values collaboration, transparency, and data-driven decision-making, we empower our team members to thrive and contribute to our mission of delivering peace of mind to customers.
Salary and BenefitsThe gross annual salary for this role is €23,000. In addition to a competitive remuneration package, Everli offers various benefits, including a Welfare Budget, Home Workstation Budget, Mental Health Support, and discounts on grocery purchases through Everli.com.
Job DescriptionThis Customer Experience Specialist will be responsible for managing daily contacts with customers and shoppers, providing efficient help in managing all phases of the order cycle. The ideal candidate will possess excellent communication skills, proficiency in Office (specifically Excel), and experience in customer-facing roles.
Key responsibilities include:
- Managing customer inquiries, complaints, and orders through multiple channels (Chat, Email, Phone, Telegram, Social Networks)
- Taking care of logistics issues and Orders Assignation, collaborating with the Local Operation Team when necessary
- Maintaining proper administration of order information in relevant systems to ensure up-to-date information and easy tracking
- Executing cash collection in line with payment terms and process flows
- Reporting bugs related to Everli's apps and processing product recalls
To succeed in this role, you should have:
- A Bachelor's degree in humanities or communications
- Previous experience in customer or operations-facing roles (up to 1 year) as a Customer Care/Operation Specialist in B2B or B2C companies
- Proficiency in Office (specifically Excel) and upper intermediate English language skills
This position is based in Milan, Italy, and requires full-time availability (40 hours per week). You will work on shifts, including weekends and sometimes holidays.
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