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:
- 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.