YOOX NET-A-PORTER GROUP

Customer Care Escalation Support Specialist

1 month ago
Job ID
2017-2635
# of Openings
1
IT-Zola Predosa
Category
Operations & Logistics

Description

The candidate will be part of the European Customer Care Area for OFF- SEASON market, in a dynamic team with a direct impact on customers’ satisfaction and high-level requests management. The candidate will be responsible for the following activities:

 

Main Activities

  • Managing of customers’ requests escalated by our 1^ level Contact centres, for all web sites powered by YNAP Group (YOOX and Online Flagship Stores);
  • Managing back office activities (returns& exchange acceptance, refunds tool, Customer care request tool for internal employees, Customer care tool orders Alerts, Payment acquirers back office activities);
  • Being a point of reference, as escalation team member, to Third party contact centers (i.e. Brands with In-house customer care and Tailor made customer care);
  • Interacting with all YNAP Group internal structures affecting Customers’ final experiences and needs;
  • Supporting each new activity launched according to the development of the business.

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Key Competences

  • Problem solving and organizational skills;
  • Passion for Customer Service and customer caring activities;
  • Ability to work well in a team;
  • Excellent communication skills (both verbal and written);
  • Highly customer-oriented;
  • Ability to learn complex procedures and being proactive in proposing innovations and improvements;
  • Proactivity;
  • Open mind and attitude to change.

Role Specific Skills

  •  University degree, preferably in foreign languages;
  • One year of experience in a similar position;
  • Excellent verbal and written communication skills in English and strong knowledge of the German and Italian languages;
  • Strong verbal and written communication skills in another foreign language will be considered a plus;
  • Knowledge of the MS Office applications;

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