Ecommerce Customer Service - Italian Speaking

Vivienne Westwood; London; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading fashion brand in London is looking for an Ecommerce Customer Service Associate fluent in Italian for a full-time, 6-month fixed-term contract. The role involves providing exceptional customer service via various channels, managing customer queries, and ensuring high standards are met. Ideal candidates should have at least two years of Ecommerce experience and strong communication skills.

Benefits

Staff discounts

Health & wellbeing support

Cycle to work scheme

Generous annual leave allowance

Pension Scheme

Qualifications

• Minimum of 2 years' experience in an Ecommerce Customer Service environment.
• Computer literate with precise attention to data and systems.
• Experience with third party carrier dispatch and delivery.

Responsibilities

• Provide outstanding customer service via email, live chat, and social media.
• Manage customer queries regarding orders, exchanges, and returns.
• Coordinate with team members on shipping, receiving, and inventory management.

Skills

Fluency in Italian

Customer service expertise

Strong communication skills

Organizational skills

Tools

Salesforce Commerce Cloud

Microsoft Office Suite

Job description

Overview

We are excited to offer an opportunity for an Ecommerce Customer Service Associate – Italian Speaking role to join our Ecommerce team on a full-time basis for 6 Months on a Fixed term contract. This role will be based in our Merton office. It is required for this role to speak fluent Italian.

The role will involve liaising with customers and potential customers via live chat, telephone, and email to increase order values, and assist customers with their queries. This role offers a fantastic opportunity to work in a customer environment that is fast paced and interactive, delivering exceptional standards of customer service.

Responsibilities

• Provide outstanding customer service, liaising directly with customers and clients on all platforms.
• Handle customer queries via email, live chat, and social media platforms in an effective manner.
• Maintain high customer service standards, provide helpful assistance, and coordinate with team members on shipping, receiving, and inventory management to present accurate information to the customer.
• Manage assigned relationships with the ecommerce customer base via email and by phone, through internal systems. Update customer tickets within the agreed response time.
• Proactively keep customers informed of enquiry progress with timely updates; assist with exchanges, returns, cancellations, refunds, or order replacements. Handle internal processes from start to finish.
• Process customer parcels received by Ecommerce; work closely with Warehouse and Logistics on all return instructions and redelivery.
• Monitor and respond to customer queries across all platforms, tracking customer orders and updates to support customer brand insight and information.
• Liaise with ROW parties and other departments to provide the best customer service, including IT, Sales, Warehouse and Logistics to ensure a smooth customer journey from registration through to final delivery.
• Reduce customer response time and escalations; maintain prompt engagement to resolve customer complaints and maintain customer satisfaction.
• Uphold company policies and procedures on all aspects of Customer Service duties.
• Ensure work performance meets Customer Service SLA standards, targets, and KPIs.
• Record trends and present feedback to senior management that may impact the customer experience.
• Demonstrate passion for delivering outstanding customer service and exceeding customer expectations by providing bespoke solutions where needed.
• Maintain and keep the ecommerce area clean and tidy. Perform general administrative tasks such as database and Customer Service file maintenance.
• Any other ad hoc tasks as required.

(Please note this is not an exhaustive list of duties and you may be required to perform additional duties to fulfil the requirements of the role)

Profile & Key Skills

Knowledge & Experience

• A minimum of 2 years' experience in an Ecommerce Customer Service environment.
• High level of multi-tasking with an element of urgency to support volumes that can arise.
• Experience in working with a CRM system is highly advantageous.
• Computer literate, precise attention to data and systems with good organisational skills.
• Clear understanding of current Consumer Legislation.
• Experience with third party carrier dispatch and delivery related to Customer Services.
• Fluency in Italian.

Technical Skills

• Knowledge of Salesforce Commerce Cloud.
• Proficient in Microsoft Office Suite.
• Strong analytical, verbal, and written communication skills.
• High level IT and analytical skills.
• Confident, articulate, and professional telephone manner.
• Experience with OMS interfaces, working with customer data and order channels.
• Proven ability to communicate across channels via email, phone, and social media.

Competencies

• Exceptional communicator with strong interpersonal skills.
• Team player with a collaborative mindset and enthusiasm.
• Self-motivated, able to work independently on set tasks.
• Excellent organisational skills and time management.
• Problem solving and decision-making skills – solution focused.
• Ability to multitask, manage and prioritise workload to meet deadlines.
• Excellent accuracy and acute attention to detail.
• Ability to perform under pressure.
• Flexible and enjoy working in a fast-paced, changing environment.
• Experience in an ecommerce customer service setting is preferred.
• Customer-led, commercially astute.

Benefits

• Staff discounts
• Health & wellbeing support (includes Private Medical Health Insurance, EAP, Gym Discounts, Access to Financial Planning Service, etc.)
• Perkbox Discounts and Wellness Hub
• Cycle to work scheme
• Generous annual leave allowance
• Pension Scheme
• Training and hands-on experience
• Opportunities to build new skills and gain valuable industry knowledge

Applications are reviewed on an ongoing basis, so we recommend applying early to avoid missing out.

Vivienne Westwood is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by local government laws. For our privacy statement please visit this link.