Customer Care Specialist - English Fluency

Our global Operations team make it possible for us to offer worldwide shipping to more than 180 countries, including same-day delivery to New York, London and Milan, while providing a seamless shopping experience across mobile, tablet and desktop, with easy returns.

We have 9 distributions centres and 11 Customer Care centres who work with in 11 different languages and are available 24 / 7, 365 days a year.

Operations are now seeking a talented Customer Care Escalation Support to join the Customer Care Escalation team. Some of the essentials for you to know are :

This job position is open to people registered in the list of protected categories (CATEGORIE PROTETTE) pursuant to Law 68 / 99

Here is a breakdown of what you’ll be doing :

• Managing of customers’ requests escalated by our 1^ level Contact centres, for all web sites powered by YNAP Group (YOOX and Online Flagship Stores);
• Managing back office activities (returns acceptance, refunds tool, Customer care request tool for internal employees, Customer care tool orders Alerts, Payment acquirers back office activities);
• Customer care escalation team work organization (“weekly point of contact”);
• Being a point of reference, as escalation team member, to Third party contact centers (i.e. Brands with In-house customer care and Tailor made customer care);
• Collaboration with Training& Quality team, to highlight major malpractices performed by 1st level contact centres and to enhance the quality of the service provided to our customers;
• Interacting with all YNAP Group internal structures affecting Customers’ final experiences and needs;
• Managing contacts for MarketPlace orders and liaising with sellers and / or internal stakeholders;

The type of person we are looking for :

• University degree;
• One year of experience in a similar position as a plus;
• Excellent verbal and written communication skills in English and other language is a plus;
• Strong verbal and written communication skills in another foreign language will be considered a plus;
• Knowledge of Social media channels (Facebook, Twitter, Instagram, WhatsApp) as a plus;
• Problem solving and organizational skills;
• Passion for Customer Service and customer caring activities;
• Ability to work well in a team;
• Excellent communication skills (both verbal and written);
• Highly customer-oriented;
• Ability to learn complex procedures and being proactive in proposing innovations and improvements;

Experience Level : Entry level

Workplace Type : Hybrid

Customer Care Specialist • Bologna, Italia