• Customer Care Social & Digital Specialist

    Posted Date 4 weeks ago(3/29/2018 11:07 AM)
    Job ID
    # of Openings
    Operations & Logistics
  • Description

    With 8 digital production centers and 8 distribution centres in Italy, the United States, Japan, China and Hong Kong, the YOOX NET-A-PORTER GROUP is active on a global scale, delivering to more than 180 countries around the world, with the strength of a consolidated local approach: content localized in 11 different languages, size conversion, 10 different currencies accepted to date, along with local payment systems, dedicated couriers and much more. The Operations department is responsible for Distribution Logistics, Digital Production, International Content & Localization, Customer Care & Loss Prevention, International Operations and Quality & Innovation.


    Role purpose:


    The candidate will be part of the YOOX Off-season European Customer Care, in a dynamic team highly committed in delivering excellent customer services as well as enhancing customers’ satisfaction. Also, the team may be requested to resolve timely and efficiently requests coming from the company’s top management.


    Key Responsibilities:

    • Management of customers enquiries escalated from third-party contact centers, for a number web sites powered by YNAP Group (YOOX and Online Flagship Stores);
    • Being a point of reference, as escalation team member, to third party contact centers (e.g. brands with in-house Customer Care and Tailor Made Customer Care), with an attentive focus on escalated enquiries hailing from complaints/requests posted on Social Media channels;
    • Management and resolution of critical and more complex cases escalated by the contact center, in accordance with the team leader's supervision; this may include liaising with the Legal Office, Office of the CEO and all the corporate staff departments;
    • Support the team leader and the Training & Quality team to perform quality measurements through the defined scorecard for Social Media interactions with customers;
    • Supporting each new activity launched according to the development of the business.


    Skills and Experience:

    • Strong problem solver with demonstrable organisational skills;
    • Exceptional attention to detail;
    • Passion for Customer Service and customer caring activities;
    • Ability to work well within the team as well as independently;
    • Excellent communication skills (both verbal and written);
    • Highly customer-oriented and hard worker;
    • Ability to learn complex procedures and keen at proposing innovations and improvements;
    • Proactive;
    • Open minded and incline to improve.
    • Role Specific Skills
    • University degree, preferably in foreign languages;
    • Excellent verbal and written communication skills, must be proficient in Italian, English and Spanish;
    • The knowledge of another European language (e.g. German, Russian, French) will be considered a plus.


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