Client Support Representative

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

Descrizione del lavoro

A leading company in digital authentication services seeks a Client Support Representative to provide exceptional support and ensure client satisfaction. The role involves handling inquiries, solving issues, and collaborating with various teams to enhance client experience.

Competenze

• Confirmed experience in client support or related field, particularly in fashion.
• Strong problem-solving skills and ability to resolve technical issues.

Mansioni

• Serve as the initial point of contact for clients via various communication channels.
• Log issues in the issue tracker and ensure timely responses.

Conoscenze

Problem-Solving

Communication

Client-Centric Attitude

Formazione

Experience in Client Support

Strumenti

Jira

Descrizione del lavoro

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent 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're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity 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 committed to delivering exceptional service and are looking for a client-focused individual to join our team as a Client Support Representative.

In this role, you will be the appointed person for our clients, providing crucial support to ensure their needs are addressed effectively and promptly. You will handle business inquiries for professional services, report operational issues, follow up on production progress for physical labels, solve issues, and escalate complex problems to specialists when necessary. Your role is critical in maintaining high levels of client satisfaction and ensuring excellent service delivery across digital and physical products.

What You Will Accomplish

1. Serve as the initial point of contact for clients via phone, email, chat, or other communication channels.
2. Accurately log issues in Certilogo’s issue tracker, qualify them, and route to a specialist if needed.
3. Ensure accurate and timely responses to client inquiries.
4. Diagnose and solve basic technical issues related to our professional interfaces.
5. Provide step-by-step guidance and solutions to resolve client problems.
6. Identify sophisticated issues that require specialized attention and escalate them to the appropriate specialist, PM, or Account Manager.
7. Ensure that issues are followed up and resolved promptly.
8. Assist clients with inquiries related to the manufacturing and logistics of physical labels.
9. Coordinate with operations teams to resolve concerns related to order, production, or delivery.
10. Maintain accurate records of client interactions, issues, and resolutions in the company’s issue tracking system.
11. Generate reports on common issues and client feedback for continuous improvement.
12. Perform minor data entry daily to keep Certilogo systems aligned and accurate.
13. Gather and document client feedback to help improve products, services, and client experience.
14. Communicate feedback to relevant departments for action.
15. Work closely with other groups, including PMs, Account Managers, technical support, manufacturing, and logistics, to ensure a unified approach to client care.
16. Participate in team meetings and contribute to process improvement initiatives.

What You Will Bring

1. Confirmed experience in client support or a related field, particularly within the fashion and apparel market.
2. Strong problem-solving skills and the ability to resolve technical and logistical issues.
3. Excellent verbal and written communication skills.
4. Ability to handle multiple tasks and organize effectively.
5. Familiarity with issue tracking systems (e.g., Jira) and support software is a plus.
6. Understanding of operations and IT/ERP systems to support client needs.
7. Experience with data entry and attention to detail.
8. A client-centric attitude with a commitment to providing exceptional service.

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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 protected status. For accommodation requests, contact [e-mail]. We are committed to accessibility and ensuring digital accessibility for all.

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