Customer Care Specialist (temporary)

Groupe Clarins; Milano; In loco; EUR 30.000 - 40.000; Tempo pieno

Descrizione del lavoro

A renowned beauty brand in Milan is seeking a passionate Customer Care Specialist who excels in providing excellent customer service. The successful candidate will assist customers with inquiries, order placement, and returns across multiple channels including phone, email, and chat. Must have at least 2 years of experience in customer care and proficiency in English. Familiarity with Zendesk and a retail background are preferred. This role emphasizes teamwork and strong relational skills.

Competenze

• 2+ years of experience in Customer Care is mandatory.
• Proficient in English is required.
• Retail background is a plus.

Mansioni

• Provide exceptional customer service through various channels.
• Suggest products based on customer needs and interests.
• Collaborate with departments to ensure service quality.

Conoscenze

Customer service skills

Analytical skills

Problem-solving skills

Interpersonal skills

Formazione

2+ years in Customer Care

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 great customer service skills and the ability to effectively moderate online and offline conversations, providing an authentic customer experience via phone, email and chat.

Assists customers with all aspects of customer service including order placement, facilitating returns and replacements, product inquiry and recommendations, general customer service assistance.

Hierarchical report of the position: CRM & Customer Service Coordinator

ROLE AND AREA OF RESPONSIBILITIES

The advisor has a solid knowledge of the brand and products, provides exceptional advice and consultation to customers, and always with a focus on providing 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 increase customer experience by providing suggestions for products that match customer interests and needs;
• Utilize multiple service channels (email, chat, phone, text, etc.) to provide an outstanding customer experience;
• Collaborate with other departments (e.g., Sales, Ecommerce, Logistics) to ensure smooth service delivery;
• Support departments in achieving business KPIs including NPS, customer response time, etc;
• Provide accurate and complete information about customer interactions;

Applies high-quality customer service guidelines while servicing customers.

CANDIDATE PROFILE

Education/Degree:

Background including total years of experience:

2+ years of experience in Customer Care;

Genuine passion for beauty products;

Retail background is a plus.

Technical skills:

Experience working with Zendesk (or a comparable customer service ticketing system) 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 relational skills;
• Ability to work in a team;
• Organized and able to multitask;
• Sense of urgency, demonstrates ownership, high energy, and team player;
• Excellent interpersonal skills;
• Strong oral and written communication skills.

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