Customer Care Training Team Leader

6 days ago(1/11/2018 10:53 AM)
Job ID
# of Openings
IT-Milan/Zola Predosa
Operations & Logistics


The candidate will be part of the Customer Care Area, 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

  • Management and coordination of the Customer Care Training area in charge of mapping training needs of YNAP internal and outsourced Customer Care teams both for technical/operational and clienteling* skills (*communication, empathy, objection management, problem solving etc.)
  • Organization of training sessions for YNAP internal and outsourced Customer Care teams, as well as external stakeholders such as partner Brands, based on a structured training plan aligned with all key projects impacting the Customer Care area
  • Optimization through time tracking activities, clear definition of key responsibilities and progress monitoring of tasks assigned to team members
  • Definition of training and quality assessment best practices to allow concrete measurement of service efficiency, service quality and customer satisfaction
  • Mapping and organization of existing training support materials, gap analysis of missing documentation and organization of a structured training knowledgebase
  • Periodical review of processes and procedures through Voice of the Customer and Voice of the Employee analysis to identify improvement areas and optimize workflows accordingly
  • Co-operation with internal and external teams in order to support the “Customer Experience Program” of the company


Key Competences

  • Management, problem solving and organizational skills;
  • Passion for Training, Coaching and Caring activities within the Customer Care area;
  • 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 Italian language;
  • Knowledge of the MS Office applications;
  • Interest in fashion and sensibility for luxury fashion products will be considered a plus


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