Customer Care Specialist (Maternity Cover)

Groupe Clarins; Milano; In loco; EUR 30.000 - 38.000; Tempo pieno

Descrizione del lavoro

A leading beauty company in Milano is looking for a Customer Care Specialist to provide exceptional customer service via phone, email, and chat. The ideal candidate will have at least 2 years of customer care experience and a genuine passion for beauty products. Strong analytical skills and familiarity with customer service tools like Zendesk are essential. The role involves collaborating with various departments to ensure a smooth service delivery.

Competenze

• At least 2 years of experience in Customer Care.
• Genuine passion for beauty products.
• Retail experience is a plus.

Mansioni

• Assist customers with order placement and inquiries.
• Enhance customer experience through product recommendations.
• Collaborate with other departments to ensure smooth service.

Conoscenze

Excellent customer service skills

Problem-solving skills

Interpersonal skills

Flexibility

Formazione

Bachelor’s degree

Strumenti

Zendesk

Microsoft Office Suite

Salesforce

Bazaarvoice

Descrizione del lavoro

MAIN MISSION & CHALLENGES of the DEPARTMENT / TEAM / POSITION

The Customer Care Specialist is a passionate customer care professional with excellent customer service skills and the ability to effectively moderate online and offline conversations, providing an authentic customer experience via phone, email, and chat.

They assist customers with all aspects of customer service, including order placement, facilitating returns and replacements, product inquiries, recommendations, and general customer support.

Hierarchical report of the position: CRM & Customer Service Coordinator

Location: Milano

ROLE AND AREA OF RESPONSIBILITIES

The advisor should have a solid knowledge of the brand and products, providing exceptional advice and consultation to customers, always focusing on delivering best-in-class customer service.

Main responsibilities:

• Convey energy, excitement, authenticity, and a deep appreciation for the mission and values of our brand;
• Use proactive and intuitive techniques to enhance customer experience by suggesting products that match customer interests and needs;
• Utilize multiple service channels (email, chat, phone, text, etc.) to deliver outstanding customer service;
• Collaborate with other departments (e.g., Sales, Ecommerce, Logistics) to ensure smooth service delivery;
• Support departments in achieving business KPIs, including NPS and customer response time;
• Provide accurate and comprehensive information about customer interactions;

Apply high-quality customer service guidelines when servicing customers.

CANDIDATE PROFILE

Education / Degree: Bachelor’s degree

Background including total years of experience:

At least 2 years of experience in Customer Care;

Genuine passion for beauty products;

Retail experience is a plus.

Technical skills:

Experience with Zendesk or similar customer service ticketing systems is strongly desired;

Strong analytical and problem-solving skills;

Working knowledge of Microsoft Office Suite, Salesforce, Bazaarvoice.

Languages:

Full proficiency in English

Soft skills and leadership skills:

• Good interpersonal skills;
• Flexibility and dynamism;
• Ability to work well in a team;
• Organized and capable of multitasking;
• Sense of urgency, ownership, high energy, and team spirit;
• Excellent interpersonal and communication skills, both oral and written.