This job position is open to people registered in the list of protected categories (CATEGORIE PROTETTE) pursuant to Law 68/99
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 of customers' requests escalated by our 1^ level Contact centres.
• 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 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 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
Site Bologna
Categoria Professionale: Marketing / Comunicazione / Media / Giornalismo
Città: Bologna (Bologna)
Esperienza lavorativa:
- Responsabile Customer Service - 21 mesi
Conoscenze linguistiche:
- Spagnolo - Livello Buono
- Inglese - Livello Buono
Patenti:
- B
Disponibilità oraria:
- Full Time
