Operations Specialist

For our headquarter in **Milan**, we are looking for an empathic, accurate and quality-oriented **Operations Specialist** to join our Local Operations Team.
In this role, you will have full ownership of the **back-office tasks** related to Shoppers’ activation, executing a rich set of tasks with great accuracy (for instance, paperwork collection, contracts preparation and signing, profile setup etc). You will also support the **retraining activities** to improve our Shoppers' performance.

**Who we are**

**Everli is Europe’s leading marketplace for online grocery shopping and one of its fastest growing scale-ups **(part of the annual Financial Times ranking for three years in a row).
We are on a mission to deliver customers peace of mind with a trouble-free grocery experience they love and trust. We achieve our growth through a culture that is **collaborative**, **transparent**, **data-driven** and **focused on our mission.**
Our rapidly growing and diverse international team (20 nationalities and counting) has offices located in **Italy** (with headquarters in Milan & Verona).

**What you will do**:
At Everli, the Shoppers are entitled to pick up the products requested by our customers in their favourite stores and then deliver the groceries straight to their home.

The Local Operations team is responsible for the **recruiting, onboarding and training activities** for our Shoppers. As Operations Specialist, you will focus on a specific selection of Italian cities, managed by the related Squad, and support all the necessary processes to grant a high quality level for our service.

**_
Shoppers Onboarding and Monitoring activities_**
- Calls to wannabe Shopper to understand if their are eligible to cooperate with us
- Paperwork and document checks to formalise the cooperation
- Management of Shoppers contracts
- Management of Shoppers Kit
- Shoppers profiles setup
- Daily point of contact for Shoppers giving them support and listening to their needs
- Support and information sharing to Shoppers who want to register a VAT
- Churned shopper weekly touch point for debt collection and understand reasons
- Daily monitoring and management of inbound mail from Shoppers

**_
Shoppers Retraining and Quality_**
- Retraining management for Shoppers who should improve their performance
- Live daily webinars for newbies Shoppers
- Constant confrontation with the Area Manager to improve Shoppers quality and find solutions to local problems

**What we offer**:

- **
Welfare Budget**. You can use this credit for a wide selection of services (education, public transport, vacations and entertainment, wellness, culture etc).
- ** Home Workstation Budget**. You can purchase items you will use to build your own home workstation (such as an ergonomic chair, desk PC screen, desk footrest, desk lamp, mouse, mousepad, keyboard, professional headphones PC adapter).
- ** Mental Health Support**. You can start a psychotherapy path with Unobravo, with Everli fully covering the first five sessions of therapy.

**What you bring**:** Work Experience**
- Previous experience in customer/quality oriented roles is required.

**Hard skills**
- You have a good proficiency with **Office** (especially with **Excel**);
- ** Your English knowledge is upper intermediate (B2).**

**Soft skills**
- You have good communication skills;
- You are quality-oriented and work with great accuracy and attentions to details;
- You can be multitasking;
- You are a team player.

Everli is proud to be an equal opportunity employer. We foster an inclusive and diverse workplace. No matter who you are, what you look like or how many years ago you started your career: you will always be welcome in our team. Just like in a grocery store, diversity is richness

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