Customer Care Escalation Support Specialist (German BOLOGNA

Customer Care Escalation Support Specialist (German
Bologna
Emilia Romagna, BOLOGNA

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 to join the Customer Care Escalation team.

Some of the essentials for you to know are:

Location: Zola Predosa (BO)

Hours: 40

Reporting into: CC Escalation Support Team Leader

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;

- Managing contacts for MarketPlace orders and liaising with sellers and/or internal stakeholders;

The type of person we are looking for:

- University degree, preferably in foreign languages;

- One year of experience in a similar position as a plus;

- Excellent verbal and written communication skills in German and English;

- 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;

- Excellent communication skills (both verbal and written);

- Highly customer-oriented;

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

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