Ecom Customer Care Expert

**THE GIG**

As our Ecom Customer Care Expert for Italy, one of your main tasks will be working with our customers to develop a solution to their problem - and provide a truly fantastic customer experience. In this role, instead of using generic strategies that tend to make customers feel like they are just another number. Using your problem solving skills, our expectation is that you operate with a caring and creative approach to make our customers feel valued and show we truly care. You will be a pivotal link between Customer Care to Ecom Country Lead, supporting with day-to-day operations to deliver a full customer journey; acting always as a true brand custodian of Dr. Martens.

This role can be based out of our Camden Hawley Crescent Head Office or Milan Regional Office.

**DAY TO DAY**
- Immediately understanding and escalating sensitive complaints or issues that could have further implications.
- Liaising with colleagues or managers to find the best solutions to customers’ issues inside or outside the department.
- Identifying trends and common problems and escalating them to management, along with possible suggestions for improvements and initiatives through data.
- Maintaining a polite, helpful, and professional manner at all times, and respecting client confidentiality always.
- Obtaining, reporting on, and sharing customer feedback with colleagues and other departments so that products and services can be improved.
- Be an expert with new products and services as they are introduced seasonally and have the ability to talk about them with customers.
- Supporting with regional translations for onsite product, SEO, Content & FAQ’s, Legal / T&C’s.
- Responsible for website Auditing (Category, PLP, Checkout, my account etc.)
- Hybrid / Website category description amendments to support the customer journey to purchase.
- Product details amendments on site, through knowledge, and with the customer journey in mind.
- Owning and driving FAQ’s changes on site to drive positive deflection and support with conversion to purchase.
- Able to identify new ways of positive contact deflection and support with implementation of initiatives.
- Chargeback management through our payment gateways.
- Retail stores 1st line of contact in regard to Omnichannel operations and projects, cascading and receiving information that will drive a seamless approach.
- Managing on site product reviews, reporting back to Ecom Country Leads to drive and heighten the customer journey and ultimately increase revenue.

**YOUR FUNDAMENTAL QUALITIES**
- Fluency in Italian & English to business level. This is critical.
- Used to coordinating between 3rd party suppliers to drive smooth operational business flow.
- Self-motivated and able to multitask. Tenacious and thorough in delivering solutions to problems.
- High standard of IT literacy - ability to use CRM systems in addition to Microsoft Office packages (Word, Excel, etc)
- A clear understanding and knowledge of payment gateways & alternative payment methods, including but not limited to iDeal, Klarna, Clearpay, PayPal and Adyen.
- Works towards targets and has a KPI driven mindset.
- Knowledge of warehouse operations and Ecom operations to resolve customer queries and internal business operations in an efficient knowledgeable manner.
- An understanding of distribution and logistics to co-ordinate and to communicate effectively business wide, internally and externally.
- A lateral thinker and able to come to clear decisions quickly and concisely under pressure.
- Professional, but also authentic & fearless