IndirizzoDescrizione del lavoro:
Customer Care Escalation Support Specialist (GERMAN and ENGLISH Fluent)
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: Customer Care Operations Team Leader
Here is a breakdown of what you'll be doing:
The candidate will be part of the European Customer Care Escalation team, a dynamic team with a direct impact on customers satisfaction and high-level requests management. The candidate will be responsible for the following activities:
* 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.
* Work across various channels used by the Customer Care team including voice, email, chat and social where required.
* 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);
* 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 and German is mandatory and another language is desirable;
* Strong verbal and written communication skills in another foreign language will be considered a plus;
* Knowledge of the MS Office applications;
* 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;
From the moment you join the YOOX NET-A-PORTER GROUP we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV.
YOOX NET-A-PORTER GROUP is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics. If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.
YOOX NET-A-PORTER GROUP is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.
If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.
Experience Level: Entry level
Workplace Type: Hybrid
