Ecommerce & Omnichannel Customer Service Specialist Milano

Ecommerce & Omnichannel Customer Service Specialist
Milano
Lombardia, Milano

Milan

**Responsibilities**:

- Take care of the E-commerce Customer Service daily tasks (e. g.

escalated cases, refunds);

- Provide guidance and coaching to the First Level teams, also through specific coaching and training sessions, and regular Weekly meetings;

- Monitor of performance and identification of potential pain points and related improvements;

- Track procedures and workflows with the aim to optimize our Customer Service Operations thus providing an excellent experience to our e-commerce customers;

- Work with other Teams (Retail Excellence, Copy, CRM) to align the Customer Service Communication and Experience;

- Coordinate the Customer Service Quality Assessments Programme and the Clienteling activations;

- Support with the implementation of the E-commerce Global Customer Service Roadmap.

**Profile**:

- Degree in Marketing, Communication, Languages/Translation, Fashion & Luxury Business Management preferred;

- 2 years minimum experience in E-commerce Customer Service, in the Fashion & Luxury field is mandatory;

- Strong written and verbal communication skills in English and Italian at a native equivalent level are mandatory, any additional language is a high plus (e. g.

German, French, Chinese);

- Copywriting and/or translations skills are a nice to have;

- Proficiency in Microsoft Excel and PowerPoint;

- Familiarity with Knowledge Base, CRM systems, order management systems (OMS);

- A client-centric mindset, with extensive experience in gathering and interpreting customers' information;

- Strong analytical and problem-solving skills;

- Great organizational and time management abilities;

- Proactive, willing to learn, able to work well both individually and in a team (internal and external partners).

At Capri, we are all responsible for creating a diverse and inclusive workplace.

We try to inspire change and growth within each other and believe success is a result that comes from our differences.

Capri is proud to be an equal opportunity employer committed to inclusivity regardless of age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.

M/D/F/V