FTC Ecommerce Customer Service - Italian Speaker

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

Job summary

A renowned fashion brand is seeking an Ecommerce Customer Service Associate fluent in Italian to join their team in Merton. This full-time role involves providing exceptional customer service across various platforms and managing customer interactions effectively. Candidates should have a minimum of 2 years in ecommerce customer service and strong analytical skills. Benefits include perks like discounts and opportunities for skill development.

Benefits

Perkbox Discounts and Wellness Hub

Generous annual leave allowance

Training and hands-on experience

Opportunities to build new skills

Qualifications

• Minimum 2 years in an ecommerce customer service environment.
• Experience with CRM systems is a plus.
• Strong analytical and communication skills.

Responsibilities

• Provide outstanding customer service via all platforms.
• Manage customer queries and follow up on enquiries.
• Uphold company policies for customer service duties.

Skills

Fluent Italian

Customer service expertise

Multi-tasking

Interpersonal 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 fixed-term contract for 3 months over the seasonal period. This role will be based in our Merton office.

It is required for this role to speak fluent Italian.

Responsibilities

• Provide outstanding customer service, liaising directly with customers and clients on all platforms.
• Handle customer queries via email, live chat, and social media in an effective manner.
• Maintain high customer service standards with helpful assistance and efficient service. Communicate 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 phone, updating customer tickets within the agreed response time.
• Proactively keep customers informed of enquiry progress with timely updates, assisting with exchanges, returns, cancellations, refunds, or order replacements. Manage 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 reply to customer queries across platforms, tracking orders and updates to support customer brand insight and information.
• Liaise with ROW parties and other departments (IT, Sales, Warehouse and Logistics) to provide the best customer service and 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 provide feedback to senior management that may impact the customer experience.
• Demonstrate a passion for 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 a sense of urgency to support the volumes that can arise.
• Experience in working with a CRM system is highly advantageous.
• Computer literate with precise attention to data and systems and 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 and 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.
• Capability to perform under pressure.
• Flexible and able to work in a fast-paced, changing environment.
• Experience in an ecommerce customer service setting is preferred.
• Customer-led, commercially astute.

Benefits

• Perkbox Discounts and Wellness Hub
• Generous annual leave allowance
• 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, color, 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