Support Operations Specialist

3 settimane fa


Milano, Lombardia, Italia everli A tempo pieno 23.000 €
About Everli

Everli is 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.

Job Description

We are looking for a Support and Live Operations Specialist to join our team in Milan. As a key member of our Support and Live Operations 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 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, 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.
Requirements
  • 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.
  • Proficiency with Office (specifically, Excel); proficiency with ZenDesk is a plus.
  • Availability to work on shifts, even during weekends and sometimes on holidays.
  • Mother tongue or fluent in Italian and upper intermediate (B2) or even better English knowledge.
What We Offer
  • Full-time fixed term contract of 1 year with work shifts.
  • Gross annual salary (RAL) of 23,000 €.
  • Welfare Budget, Home Workstation Budget, Mental Health Support, and Discount on your grocery with Everli.com.


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