Customer Experience Specialist

3 giorni fa

Milano, Lombardia, Italia Everli A tempo pieno
About the Role

We are seeking a skilled Customer Experience Specialist to join our Support and Live Operations team. As a key member of our team, you will play a vital role in delivering exceptional customer experiences through efficient help and support.

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 when necessary.
  • 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 and process flows.
  • Be responsible for product recall and prevent and manage frauds.
Requirements
  • Bachelor's degree in humanities or communications.
  • Previous experience in customer or operations-facing roles, preferably as a Customer Care/Operation Specialist in B2B or B2C companies.
  • Proficiency with Office (specifically, Excel) and ZenDesk (a plus).
  • Ability to work on shifts, including weekends and holidays.
  • Native or fluent Italian speaker with upper intermediate English knowledge (B2) or better.
What We Offer
  • A full-time fixed-term contract of 1 year with work shifts.
  • A competitive gross annual salary.
  • A Welfare Budget to use for various services.
  • A Home Workstation Budget to purchase items for your workstation.
  • Mental Health Support through Unobravo.
  • Discount on grocery shopping with Everli.

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