Customer Service Representative

4 giorni fa


Vicenza, Veneto, Italia Dainese A tempo pieno

The Customer Service Representative - Global Ecommerce Support sits in the Digital Department and is responsible for providing high-level service and assistance to our consumers globally for any topic related to ecommerce orders, returns, product information, and advice, after-sales and warranty, product customization, services, and reparation or any other request received through our media channels (forms, emails, chat, phone).

Main Accountabilities:

  • Manage inbound and outbound emails, calls, chats, directly to/from final consumers.
  • Ensure that consumers' inquiries are being responded to in an appropriate and timely manner based on company SLAs.
  • Apply consultative one-to-one selling and product knowledge to all customer interactions to develop and build ongoing customer relationships and confidence.
  • Act as brand champion for all our products (motorbike, ski, and bike apparel, footwear, and protections), advise clients for any technical questions before/during/after purchase.
  • Manages requests for customized products (Dainese Custom Works), handle requests internally with other departments and assist customers during the purchase process.
  • Manage requests related to service and reparation.

Connection with After-Sale Service:

  • Align with the after-sales team on repair order forms, keep them monitored and being sure they are managed in a timely manner to serve the final consumers within agreed SLAs.
  • Successfully meet the company quality standards with regard to completion of all orders.
  • Support with training new employees on after-sale service offerings, procedures, and tools.

Operations Administration:

  • Support the team in identifying and resolving potential internal issues related to ecommerce logistic and accounting.
  • Support with operational work of managing stock corrections in our ERP where needed to ensure a seamless customer experience.

Key Skills and Background:

  • 2+ years of experience in a structured B2C customer service department.
  • Experience or willing to know more about the motorbike industry.
  • Multi-lingual native speaker or fluent in English and German or French. Italian, Spanish, or other languages will be a plus.
  • Strong communication skills, correct use of grammar, syntax, as well as of vocabulary and spelling.
  • Usage of Salesforce Commerce Cloud, Adyen, any OMS tool would be a plus.
  • Customer-oriented, service center approach.
  • Collaborative, flexible, positive, eager to learn, ability to prioritize.

Special Benefits:

  • Flexibility of working time
  • Smart working
  • Company canteen
  • Exclusive discounts for employees


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