Customer Care Escalation Support Specialist - Bologna, Italia - YOOX NET-A-PORTER GROUP

YOOX NET-A-PORTER GROUP

Azienda verificata

Bologna, Italia

2 settimane fa

Inviato da:

Piero Bianchi

Reclutatore di talenti per beBee

Descrizione

Customer Care Escalation Support Specialist (Fluent EN) -CATEGORIE PROTETTE, L.68/9- 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- Registered under the list of CATEGORIE PROTETTE as per L. 68/99 (art. 1) is MANDATORY

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 Inhouse 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:

Registered under the list of CATEGORIE PROTETTE as per L. 68/99 (art. 1) is MANDATORY;
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 customeroriented;
Ability to learn complex procedures and being proactive in proposing innovations and improvements;