Ecommerce Customer Service - Italian Speaking

Vivienne Westwood; Merton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading fashion retailer in Merton seeks an experienced Ecommerce Customer Service Associate fluent in Italian to provide exceptional support across multiple platforms. This full-time role involves addressing customer queries and ensuring high service standards in a dynamic environment. Candidates should have at least two years of experience in ecommerce customer service, strong communication skills, and proficiency with CRM systems. Benefits include staff discounts, health support, and training opportunities.

Benefits

Staff discounts

Health & Wellbeing support

Cycle to work scheme

Generous annual leave allowance

Pension Scheme

Training and hands-on experience

Qualifications

• Minimum of 2 years’ experience in an E‑commerce Customer Service environment.
• Experience in working with a CRM system is highly advantageous.
• Computer literate with good organisational skills.

Responsibilities

• Provide outstanding customer service across various platforms.
• Handle customer queries via email, live chat, and social media.
• Communicate with team members regarding shipping and inventory.

Skills

Fluency in Italian

Exceptional communication skills

Problem solving skills

Strong interpersonal skills

Ability to multitask

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

This 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.

Key Responsibilities

• Provide outstanding customer service, liaising directly with customers and clients on all platforms.
• Handling customer queries via email, live chat, social media platforms in an effective manner.
• Maintain high Customer Service standards, information, providing helpful assistance and efficient service. Communicate with team members on matters related to shipping, receiving, and inventory management to present accurate information to the customer.
• Manage assigned relationships with the E‑commerce customer base, via email and by phone, through internal systems. Update customer tickets accordingly within our agreed response time.
• Proactively keep customers informed of enquiry progress with timely updates, assisting with exchanges, returns, cancellations, refunds, or order replacements. Dealing with internal process from start to finish.
• Process customer parcels received by E‑commerce, work closely with Warehouse and Logistics on all returns customer instruction and redelivery.
• Monitor and reply to customer queries across all our 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 user engagement to provide resolution to customer complaints and maintaining customer satisfaction.
• Uphold company policies and procedures on all aspects of Customer Service duties.
• Ensure your work performance meets Customer Service SLA standards, targets and KPI's.
• Record trends and present feedback to senior management that may impact customer’s experience.
• Demonstrate your passion for giving outstanding customer service and exceeding the customers’ expectations by providing bespoke solutions where needed.
• Maintain and keep the e‑commerce area clean & tidy. General administrative tasks as required such as database and Customer Service file maintenance.
• Any other ad hoc tasks 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 E‑commerce Customer Service environment.
• High-level of multi-tasking with an element of urgency to support the 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.
• Fluencey 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 via social media.

Competencies

• Exceptional communicator, with strong interpersonal skills.
• Team player with a collaborative mind set 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 meet deadlines.
• Excellent accuracy and acute attention to detail.
• The capability to perform under pressure.
• Flexible and enjoy working in a high pace, fast moving, and 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.