Customer Care Specialist

Everli; Milano; Ibrido; EUR 23.000; Tempo pieno

Descrizione del lavoro

A leading online grocery marketplace in Milan seeks a Customer Care Specialist to enhance customer experiences. The role involves managing customer interactions, addressing logistics issues, and providing support across various channels. This position offers a hybrid work model and a supportive team environment.

Servizi

Welfare Budget

Grocery discounts

Flexible working conditions

Company Laptop

Competenze

• Up to 1 year of experience in customer or operations-facing roles.
• Native or fluent Italian speaker and upper intermediate (B2) or higher in English.

Mansioni

• Manage daily contacts with Customers and Shoppers via Chat, Email, Phone.
• Handle logistics issues and order assignment.
• Proactively manage cash collection in line with payment terms.

Conoscenze

Communication

Customer Empathy

Problem Solving

Formazione

Bachelor's Degree in humanities or communications

Strumenti

Excel

ZenDesk

Descrizione del lavoro

For our headquarters in Milan, we are looking for a

Customer Care Specialist with a strong customer empathy mindset, team working attitude, and great communication skills.

The candidate will join our Support and Live Operations team, focusing on the Italian market.

Initially, you will work mainly with Shopper and Customer Live Chat, Orders Assignments, and daily Logistic troubleshooting. You will also participate in training sessions to enhance your skills and prepare to work in the Support Area, which involves a deeper understanding of Customer Needs through offline assistance, and knowledge of tasks like DPO, Anti-Frauds flows, and collaboration on special projects with other departments.

This is a fixed-term contract position with work shifts (“turni”), weekend availability, and full-time commitment (40 hours per week). We offer a hybrid contract (1 day in the office required).

Who we are

Everli is Europe’s leading online grocery marketplace and one of its fastest-growing scale-ups, ranked in the Financial Times for four consecutive years. Our mission is to provide customers with a trouble-free grocery experience they love and trust. We foster a culture that is collaborative, transparent, data-driven, and mission-focused. Our diverse international team (20+ nationalities) is based in Italy, with headquarters in Milan and Verona.

What you will do

• Manage daily contacts with Customers and Shoppers via Chat, Email, Phone, Telegram, and Social Networks, providing efficient support throughout the order cycle.
• Handle logistics issues and order assignment, collaborating with the Local Operations Team in Italy.
• Receive and process customer orders, inquiries, or complaints as the first support line, escalating when necessary.
• Maintain accurate order information in relevant systems for tracking, issue detection, and forecasting.
• Proactively manage cash collection in line with payment terms and processes.
• Report bugs related to our apps and internal tools by opening detailed tickets for investigation.
• Handle product recalls and prevent/manage fraud attempts using dedicated tools to minimize losses.
• Address technical questions and resolve issues for customers, escalating when needed.
• Familiarize with new products and services as they are introduced.

What we offer

We offer a full-time, 6-month fixed-term contract with a gross annual salary (RAL) of €23,000, along with several benefits:

• Welfare Budget: Use for various services like education, transport, entertainment, wellness, and culture.
• Grocery discounts: Special discounts on your grocery baskets using Everli.com.
• Flexible working conditions: Hybrid work approach.
• Company Laptop.

What you bring

• Bachelor's Degree in humanities or communications.
• Up to 1 year of experience in customer or operations-facing roles, preferably in B2B or B2C companies.
• Proficiency in Office (especially Excel); knowledge of ZenDesk is a plus.
• Availability to work shifts, including weekends and holidays.
• Native or fluent Italian speaker and upper intermediate (B2) or higher in English.

Nice to have skills

• Strong interpersonal and commercial skills.
• Flexibility, problem-solving, and precision.
• Multi-tasking abilities.

Everli is proud to be an equal opportunity employer, fostering an inclusive and diverse workplace. Diversity enriches us all!