Customer Care Specialist

The **BATA GROUP** is one of the world's leading manufacturers and retailers of quality footwear. A global company with more than 30,000 employees, over 5,000 stores in more than 70 countries worldwide, Bata has been providing the best shoes at the best value for money, backed by unparalleled service, for more than 120 years. Since its founding in 1894 by Thomas Bata, the Company has consistently demonstrated its commitment to responsible and innovative business models in the belief that capital is not just money, but, above all, people, knowledge and core values. Today, Bata's pioneering principles enable the company to adapt quickly to market changes. It also continues Bata's long tradition of being sensitive to cultural and national differences and enables it to function proudly as an inclusive company in every country in which it operates.

With more than 270 shops in Italy, Spain and Portugal **AW LAB** is a laboratory of “urban sport style” trends that offers to its customers the coolest products of the moment, suggesting and inspiring them in creating their own style. Since opening its first store in 1997, with the name of Athletes World, AW LAB is part of the Bata group, world leader in the footwear industry, with over 5,000 stores in more than 70 countries. AW LAB proposes a wide collection of sneakers of the most famous international sport brands and a wide range of exclusive designs created in collaboration with them. The proposal is completed by a collection of apparel and accessories of the leading sportswear brand and by two private clothing labels.

**Posizione**:
**DESCRIPTION OF THE ROLE**

The **CUSTOMER CARE SPECIALIST** will be involved in the assistance of the European customers by handling issues on online and offline second level purchases involving all stages of the order, from pre-sale to post-sale.

The European team is responsible for assisting customers with second-level support for online and offline purchases. This includes managing issues across all stages of the order process, from pre-sale inquiries to post-sale resolutions. Additionally, the role involves identifying and reporting internal technical issues, monitoring their resolution and contributing to process improvements to enhance the overall customer experience. The resource will also be actively involved in internal projects that impact the end customer, ensuring continuous improvement and alignment with customer needs.

**KEY CHALLENGES**:

- Interact with stores and first level Customer Service through all support channels (ticketing platform, telephone) to provide assistance, information or trainings
- Respond to stores and first level Customer Service requests, resolving them or interfacing with other departments or external actors (warehouse, couriers)
- Monitor own and first level customer service KPI's
- Proactively take measures to improve the customer experience
- The Customer Service Specialist will be involved in the management and optimisation of customer service processes, operating on different platforms
- Integration of new sales channels into customer care processes, with a focus on efficiency and customer experience
- Creation and optimization of the customer care procedures for the marketplace to define service standards and operational workflows
- Optimization of Customer Care processes, aiming to improve productivity and service quality
- Support in the training for the stores and suppliers, ensuring alignment with best practices and company procedures
- Monitoring and analysis of internal and external performance monthly, with reporting and corrective actions for continuous improvement

**Requisiti**:
**CORE COMPETENCIES**:

- Good knowledge of Microsoft Office Suite
- Knowledge of Salesforce nice to have
- Proactivity
- Delivers in consistent way following his department priorities, respecting the deadlines
- Problem-solving and multitasking abilities
- Time management and organisational skills
- Attention to details
- Teamworking
- Adaptability and flexibility

**LANGUAGES**:

- Fluent in Italian
- Fluent in English
- Spanish nice to have

**Altre informazioni**:
**LOCATION**:

- Limena (PD)
- Possibility of working in Smart Working for part of the week after an initial on-site training period