Customer Care Escalation Support Specialist

7 giorni fa

Bologna, Italia YOOX NET-A-PORTER GROUP A tempo pieno

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 of customers’ requests escalated by our 1^ level Contact centres, for all web sites powered by YNAP Group (YOOX and Online Flagship Stores);
- Managing back office activities (returns acceptance, refunds tool, Customer care request tool for internal employees, Customer care tool orders Alerts, Payment acquirers back office activities);
- Customer care escalation team work organization (“weekly point of contact”);
- Being a point of reference, as escalation team member, to Third party contact centers (i.e. Brands with In-house customer care and Tailor made customer care);
- Collaboration with Training& Quality team, to highlight major malpractices performed by 1st level contact centres and to enhance the quality of the service provided to our customers;
- Interacting with all YNAP Group internal structures affecting Customers’ final experiences and needs;
- Managing contacts for MarketPlace orders and liaising with sellers and/or internal stakeholders;

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 and Spanish proficient as a plus;
- 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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