Customer Care Consultant Italian For Net-A-Porter Based in London

MYTHERESA; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading luxury online retailer in London is seeking a Customer Care Consultant with expertise in Italian. The role involves providing exceptional customer service, assisting clients with inquiries, and maintaining strong relationships. Ideal candidates will have prior experience in a customer-facing luxury environment, and must communicate fluently in English and Italian. This position offers a dynamic team environment with a focus on personal and professional growth while delivering outstanding service to our clients.

Benefits

Performance bonus schemes

Pension contributions

Staff discount

Private healthcare

Employee discounts

Qualifications

• Experience in customer-facing luxury sales or service.
• Native proficiency in English and Italian.
• Excellent communication and rapport-building skills.
• Ability to handle complex customer issues.
• Strong computer and keyboard skills.

Responsibilities

• Act as a brand ambassador ensuring outstanding service.
• Assist Italian-speaking customers with inquiries.
• Provide personalized, accurate responses to anticipate barriers.
• Maintain customer relationships post-order.

Skills

Customer care

Language skills (Italian, English)

Communication skills

Initiative

Attention to detail

Tools

Microsoft Office

Job description

To support our Customer Care team we are searching for a Customer Care Consultant Italian to be based in our London office.

WHAT YOU WILL DO

• Act as a brand ambassador for the LuxExperience group ensuring an outstanding service and shopping experience to build lasting relationships with our customers
• Assist German and Italian speaking customers with their enquiries via phone, email and web messaging, always adhering to service levels
• Provide personalised, accurate responses to proactively anticipate and prevent future barriers for a seamless customer experience
• Adherence to processes and guidelines for consistent and efficient customer resolution, using order management systems and customer care tools to obtain information
• Maintain customer relationships, complete follow up as required to offer Customer Care support post-order
• Customer centric approach required; highlight negative customer impacts
• Convert product enquiries to orders whilst introducing additional product options for an enhanced customer experience
• Collaborate professionally with internal colleagues and departments
• Attend training sessions to expand your Customer Care knowledge, always representing Customer Care and LuxExperience with the utmost professionalism
• Escalate potential complaints to your manager for support and efficient resolution

WHO YOU ARE

• Previous experience in customer facing luxury sales and service, ideally in a contact centre environment
• Native level proficiency in English and Italian (written and spoken), additional fluency in French, German or Spanish is a plus
• Excellent communication skills, capable of building rapport with customers
• Takes initiative, able to handle complex customer issues and adhere to customer data regulations
• Proficient with Microsoft Office, displays strong computer and keyboard skills
• Professional, well organized and a good team player - flexible, reliable and consistent
• Must demonstrate an appreciation and understanding of the importance of customer care as a function within the business
• Excellent attention to detail, articulate with good spelling and grammar

WHAT WE OFFER

• Performance bonus schemes dependant on the type of role you are in
• A pension that both you and the company contribute too
• A portal with an array of discounts on things like theme park and cinema tickets
• Our famous staff discount along with exclusive staff sales
• Private healthcare for you and your family
• A chance to be part of a fun and caring team that support each other