Customer Care Specialist - Stage Padova

Customer Care Specialist - Stage
Padova
Veneto, Padova

The BATA GROUP is one of the world's leading manufacturers and retailers of quality footwear.

A global company with more than 30, 000 employees, over 5, 000 stores in more than 70 countries worldwide, Bata has been providing the best shoes at the best value for money, backed by unparalleled service, for more than 120 years.

With more than 270 shops in Italy, Spain and Portugal, AW LAB is a laboratory of "urban sport style" trends that offers its customers the coolest products of the moment, suggesting and inspiring them in creating their own style.

AW LAB proposes a wide collection of sneakers of the most famous international sport brands and a wide range of exclusive designs created in collaboration with them.

DESCRIPTION OF THE ROLE The CUSTOMER CARE SPECIALIST will be involved in the assistance of European customers by handling issues on online and offline second level purchases involving all stages of the order, from pre-sale to post-sale.

The European team is responsible for assisting customers with second-level support for online and offline purchases.

This includes managing issues across all stages of the order process, from pre-sale inquiries to post-sale resolutions.

Additionally, the role involves identifying and reporting internal technical issues, monitoring their resolution, and contributing to process improvements to enhance the overall customer experience.

KEY CHALLENGES Interact with stores and first level Customer Service through all support channels (ticketing platform, telephone) to provide assistance, information, or training.

Respond to stores and first level Customer Service requests, resolving them or interfacing with other departments or external actors (warehouse, couriers).

Monitor own and first level customer service KPIs.

Proactively take measures to improve the customer experience.

Manage and optimize customer service processes, operating on different platforms.

Integrate new sales channels into customer care processes, focusing on efficiency and customer experience.

Create and optimize customer care procedures for the marketplace to define service standards and operational workflows.

Optimize Customer Care processes, aiming to improve productivity and service quality.

Support in training for the stores and suppliers, ensuring alignment with best practices and company procedures.

Monitor and analyze internal and external performance monthly, with reporting and corrective actions for continuous improvement.

CORE COMPETENCIES Good knowledge of Microsoft Office Suite.

Knowledge of Salesforce is a plus.

Proactivity.

Ability to deliver consistently while following department priorities and respecting deadlines.

Problem-solving and multitasking abilities.

Time management and organizational skills.

Teamwork.

Adaptability and flexibility.

LANGUAGES Spanish is a plus.

LOCATION Possibility of working in Smart Working for part of the week after an initial on-site training period.

Seniority level Internship Employment type Internship Job function Customer Service Industries Retail, Retail Apparel and Fashion, and Retail Luxury Goods and Jewelry #J-18808-Ljbffr