Customer Care Escalation Support Specialist

Customer Care Escalation Support Specialist (Fluent EN/ FR-DE-ES)

Our global Operations team make it possible for us to offer worldwide shipping to more than 180 countries, including same-day delivery to New York, London and Milan, while providing a seamless shopping experience across mobile, tablet and desktop, with easy returns.

We have 9 distributions centres and 11 Customer Care centres who work with in 11 different languages and are available 24/7, 365 days a year.

Operations are now seeking a talented Customer Care Escalation Support to join the Customer Care Escalation team. Some of the essentials for you to know are:
Location: Zola Predosa (BO)

Hours: 40

Reporting into: CC Escalation Support Team Leader

Here is a breakdown of what you’ll be doing:

- Managing customers’ requests escalated by our 1^ level Contact centres and customers directly, for all web sites powered by YNAP Group, which will include product queries, returns, delivery, registration, payments and more.
- Manage all types of questions and queries in an efficient, fair and professional manner, in line with company policies and processes.
- Managing backoffice activities (returns, refunds, Alerts, Payments);
- Organising team workload and allocating resource to queues that need supporting
- Being a point of contact and work with our Third party contact centers (i.e. Brands with In-house customer care and Tailor made customer care), to help them handle and resolve customers escalations.
- Work with Internal YNAP teams to improve processes and policies that impact the customer experience or efficiency of our operations
- Ensure our Customer Care KPI’s and Customer satisfaction goals are met.
- Collaboration with Training& Quality team, to highlight areas of improvement for both our inhouse and 3rd party contact centres to improve our quality of service.
- Effectively leverage customer care tools to ensure all contacts are tracked and resolved.
- Collaboration with Social&Digital Customer Care team in handling customers request coming from Facebook, Instagram, Trustpilot, Webmessaging or any other channel
- Managing customer requests for MarketPlace orders and liaising with sellers and KAM for backoffice support
- Demonstrate an understanding of Customer Care's role as an advocate of the voice of our customer to the wider business, providing feedback on issues & opportunities to drive improvements in the customer journey

The type of person we are looking for:

- University degree, preferably in foreign languages;
- One year of experience in a similar position as a plus;
- Excellent verbal and written communication skills in English is mandatory and another language is desirable, one of German, French and Spanish;
- Strong verbal and written communication skills in another foreign language will be considered a plus;
- Knowledge of Social media channels (Facebook, Twitter, Instagram, WhatsApp) as a plus;
- Problem solving and organizational skills;
- Passion for Customer Service and customer caring activities;
- Ability to work well in a team;
- Excellent communication skills (both verbal and written);
- Highly customer-oriented;
- Ability to learn complex procedures and being proactive in proposing innovations and improvements;
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Experience Level: Entry level

Workplace Type: Hybrid