Customer Care Specialist — Online Purchase Support

Max Mara Fashion Group; Reggio Emilia; On-site; EUR 26,000 - 35,000; Full time

Job summary

Max Mara Fashion Group is seeking a Customer Care Specialist to assist customers throughout the online purchase process and beyond. You will act as the primary contact for purchase-related needs, delivering attentive, efficient service online and offline.

The role requires understanding the collection and promotions to assist customers, and coordination with outsourced service providers for non-Italian markets as needed. A proactive, digital mindset is valued.

Qualifications

• Manages support requests via telephone or other tools.
• Handles complaints and safeguards brand image.
• Identifies problem nature and routes to appropriate level.
• Tracks requests in the system and ensures prompt resolutions.
• Develops in-depth knowledge of collections/products/promotions to assist online purchases.
• Supports second-level activities for markets outside Italy.
• Promotes learning and digital adoption in the team.
• Promotes sustainable development in processes and relationships.

Responsibilities

• Acts as point of contact during and after purchase, online and offline.
• Provides effective, attentive customer care during the online purchase process.
• Manages support requests by phone or other channels.
• Tracks and monitors requests to ensure timely resolutions.
• Grows knowledge of the collection/product and promotions to assist customers.
• Supports as second level for outsourced customer service for markets beyond Italy.

Skills

Support requests

Complaint handling

Problem identification

Request tracking

Product knowledge

Outsourced CS

Digital learning

Sustainable development

Job description

Max Mara Fashion Group is seeking a Customer Care Specialist to assist customers throughout the online purchase process and beyond. You will act as the primary contact for purchase-related needs, delivering attentive, efficient service online and offline.

The role requires understanding the collection and promotions to assist customers, and coordination with outsourced service providers for non-Italian markets as needed. A proactive, digital mindset is valued.