Client Support Representative

CertilogoA; Milano; In loco; EUR 25.000 - 35.000; Tempo pieno

Descrizione del lavoro

Join a leading digital authentication services firm as a Client Support Representative. This role focuses on ensuring client satisfaction through effective communication and problem-solving, addressing inquiries related to product authenticity. You will be instrumental in maintaining high service delivery across both digital and physical products.

Competenze

• Experience in client support within the fashion/apparel market.
• Strong problem-solving skills and ability to handle multiple tasks.
• Attention to detail and experience with data entry.

Mansioni

• Serve as the initial point of contact for clients via various communication channels.
• Log client issues accurately and ensure timely responses.
• Diagnose basic technical issues and provide step-by-step solutions.

Conoscenze

Problem-Solving

Communication

Client-Centric Attitude

Strumenti

Issue Tracking Systems

Support Software

Descrizione del lavoro

At eBay, a global ecommerce leader, we are changing the way the world shops and sells. Our platform empowers millions of buyers and sellers across more than 190 markets worldwide. We are committed to pushing boundaries and shaping the future of ecommerce for enthusiasts.

Our customers are our compass; authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work every day. We are in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers to help us connect people and build communities, creating economic opportunities for all.

About the Role and Team

Certilogo is a pioneer in digital authentication services, offering innovative solutions to verify product authenticity and build consumer trust. We are dedicated to delivering exceptional service and are looking for a client-focused individual to join us as a Client Support Representative.

In this role, you will serve as the primary contact for our clients, providing crucial support to ensure their needs are addressed effectively and promptly. Responsibilities include handling business inquiries for professional services, reporting operational issues, following up on production progress for physical labels, solving issues, and escalating complex problems to specialists. Your role is vital in maintaining high levels of client satisfaction and ensuring excellent service delivery across digital and physical products.

What You Will Accomplish

• Serve as the initial point of contact for clients via phone, email, chat, or other communication channels.
• Accurately log issues in Certilogo's issue tracker, qualify them, and route to a specialist if needed.
• Ensure accurate and timely responses to client inquiries.
• Diagnose and resolve basic technical issues related to our professional interfaces.
• Provide step-by-step guidance and solutions to resolve client problems.
• Identify complex issues requiring specialized attention and escalate them appropriately.
• Follow up on reported issues to ensure resolution.
• Assist clients with inquiries related to manufacturing and logistics of physical labels.
• Coordinate with operations teams to resolve concerns about order production or delivery.
• Maintain accurate records of client interactions, issues, and resolutions.
• Generate reports on common issues and client feedback for continuous improvement.
• Perform daily data entry to keep Certilogo systems updated and accurate.
• Gather and document client feedback to improve products, services, and the overall client experience.
• Communicate feedback to relevant departments for action.
• Collaborate closely with other teams such as project management, technical support, manufacturing, and logistics to ensure unified client care.
• Participate in team meetings and contribute to process improvement initiatives.

What You Will Bring

• Experience in client support or related fields, especially within the fashion and apparel market.
• Strong problem-solving skills, with the ability to resolve technical and logistical issues.
• Excellent verbal and written communication skills.
• Ability to handle multiple tasks and organize effectively.
• Familiarity with issue tracking systems (e.g., Jira) and support software is a plus.
• Understanding of operations, IT, and ERP systems to support client needs.
• Attention to detail and experience with data entry for maintaining accurate records.
• A client-centric attitude committed to providing exceptional service.

eBay is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, disability, or other legally protected status. If you require accommodations, please contact us. We are committed to ensuring digital accessibility for people with disabilities.

Employment Type: Full-Time

Experience: Unspecified

Vacancy: 1