Customer Care Manager with Italian (all genders)

zooplus SE; Madrid; Híbrido; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A leading company in the e-commerce sector is seeking a Customer Care Manager for Italy to enhance customer satisfaction and manage a team of customer service agents. This hybrid position allows for both in-office and remote work, fostering collaboration across locations. Ideal candidates will possess management experience in customer service and e-commerce, exceptional communication skills, and an analytical mindset.

Servicios

Internal and external training

Team events

28 Annual Vacation Days

Private Medical Health Insurance

Hybrid working model (up to 40% Home Office per month)

Formación

• Experience managing customer service teams.
• Experience in an e-commerce environment.
• Proficient in English and Italian.

Responsabilidades

• Monitor performance of customer service team based on KPIs.
• Manage customer reviews and external market platforms.
• Implement customer service initiatives.

Conocimientos

Communication

Empathy

Analytical Skills

Descripción del empleo

As our Customer Care Manager for Italy you are the direct link between customers and Zooplus. Your mission is to support customers in the best possible way and ensure the highest possible customer satisfaction.

Responsibilities :

• Monitors performance of customer service team (30 50 agents) on the market level based on the KPIs agreed : CSAT AHT ACW FCR etc. Drives performance improvement where relevant.
• Manages customer review pages and other external platforms relevant to the market in the market language (Trustpilot etc.).
• Monitors and provides insights regarding market specific customer service trends and best practices.
• Subject matter experts in customer journey on the market level (for example specific / preferred contact channels payment methods communication style preferences etc.)
• In charge of customer service initiatives implementation on the market level.
• Delivers relevant input in other disciplines (e.g. Direct Marketing Delivery teams etc.) in order to minimize incoming customer queries and to stimulate continuous improvement.

Qualifications :

• Experience in managing customer service teams
• Experience with e-commerce environment.
• Proficient level in English Language and Italianlanguage.
• Very good communication skills and strong sense of empathy.
• Ability to weight customer needs and demands towards business value.
• Strong analytical skills.
• Open to change and easily navigating within the changing business requirements.

Additional Information :

With more than 1000 passionate professionals located across 6 European offices we believe our success comes from working together and leveraging our international strengths. Expect a hybrid work setup : 60% in-office 40% remote collaborating with colleagues across locations.

Our benefits :

Internal and external training

Team events

28 Annual Vacation Days

Private Medical Health Insurance

Hybrid working model (up to 40%Home Office per month)

LI-Hybrid

Want to know more Learn more about zooplus here and check out our LinkedIn Instagram TikTok and YouTube to get a glimpse into the zooplus culture.

zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.

Remote Work : Employment Type :

Full-time

Key Skills

Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing

Experience : years

Vacancy : 1