Customer Care Escalation Support Specialist BOLOGNA

Customer Care Escalation Support Specialist
Bologna
Emilia Romagna, BOLOGNA

YOOX NET-A-PORTER GROUP is a unique business with an unrivalled offering including multi-brand luxury online stores

- NET-A-PORTER

and

- MR PORTER

, and multi-brand fashion online stores

- YOOX

and

- THE OUTNET,

as well as numerous ONLINE FLAGSHIP STORES, all "Powered by YNAP".

Uniquely positioned in the high growth online luxury sector, YOOX NET-A-PORTER GROUP has an unrivalled client base of more than 3 million high-spending customers generating around 1 billion visits worldwide.

The Group has offices and operations in the United States, Europe, Middle East, Japan, China and Hong Kong and delivers to more than 180 countries around the world.

Our global Operations team make it possible for us to offer worldwide shipping to more than 180 countries, including same-day delivery to New York, London and Milan, while providing a seamless shopping experience across mobile, tablet and desktop, with easy returns.

We have 9 distributions centres and 11 Customer Care centres who work with in 11 different languages and are available 24/7, 365 days a year.

- Operations are now seeking a talented Customer Care Escalation Support Specialist.

- Some of the essentials for you to know are:

- Location: Zola Predosa (BO)

- Hours: 40

- Reporting into: CC Escalation Support Team Leader

Besides a competitive salary, we can offer you:

- Performance bonus schemes dependant on the type of role you are in

- A pension that both you and the company contribute too

- A portal with an array of discounts on things like theme park and cinema tickets

- Our famous staff discount along with exclusive staff sales

- Private healthcare for you and your family

- Flexible working

- A chance to be part of a fun and caring team that support each other

Here is a breakdown of what you'll be doing:

- 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 acceptance, refunds tool, Customer care request tool for internal employees, Customer care tool orders Alerts, Payment acquirers back office activities);

- Customer care escalation team work organization ("weekly point of contact");

- 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);

- Collaboration with Training& Quality team, to highlight major malpractices performed by 1st level contact centres and to enhance the quality of the service provided to our customers;

- Interacting with all YNAP Group internal structures affecting Customers' final experiences and needs;

The type of person we are looking for:

- 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;

- Strong verbal and written communication skills in another foreign language will be considered a plus;

- Knowledge of Social media channels (Facebook, Twitter, Instagram, WhatsApp) as a plus;

- Problem solving and organizational skills;

- Passion for Customer Service and customer caring activities;

- Ability to work well in a team;

- Highly customer-oriented;

- Ability to learn complex procedures and being proactive in proposing innovations and improvements;

- _