LuxExperienceis the leading digital, multi-brand luxury group and the online shopping destination for luxury enthusiasts worldwide.
LuxExperience operates a portfolio of some of the most distinguished store brands in digital luxury and creates communities for luxury enthusiasts with unique digital and physical experiences.
Mytheresa, NET-A-PORTER and MR PORTER, jointly comprising the luxury segments of LuxExperience, offer highly curated edits of the most prestigious luxury brands across the world, featuring womenswear, menswear, kidswear, fine jewelry & watches, and lifestyle products.
YOOX and THE OUTNET, jointly comprising the off-price segment of LuxExperience, are the leading destinations for multi-brand off-season online luxury shopping.
The NYSE listed group operates in key markets worldwide.
YOOXis the leading online store for long-lasting fashion, design and art.
Since ****, YOOX has offered previous seasons ´ finds from the world's leading designers.
The one-stop fashion and lifestyle destination inspires people to express their true selves through style, with an expansive selection of clothing for men, women, kids, art and design.
YOOX pushes boundaries through its forward-thinking brand collaborations and wide product catalogue.
Since ****, YOOXYGEN, its assortment of brands prioritising social and environmental responsibility, supports customers to shop with sustainability in mind.
YOOX is part of LuxExperience, the leading digital, multi-brand luxury group.
Location
Our office in Zola Predosa (Bologna), Italy
Reporting into
Customer Care Operations Manager
Contract Type
Fixed Term (12 months)
Workplace Type
Hybrid
Potential Start Date
April ****
Responsibilities
Manage inbound customer support requests coming from external Contact Centers related to the Company's websites, through all available contact channels (email/ticketing system, phone, chat, social media, etc.), using the systems that support the Customer Care team
Collaborate with external Contact Centers in handling outbound support activities, identifying recurring issues and ensuring their resolution in order to continuously improve the quality of service delivered to customers
Handle back-office activities such as returns acceptance, refunds management through dedicated tools, processing of internal staff support requests, payment acquirer back-office activities, promo code management, and other related operational tasks
Manage customer support requests received via social media channels and review platforms (e.g., Trustpilot)
When required, support Loss Prevention activities in order to help prevent potential company losses related to non-genuine customer behaviors
Qualifications
Fluent English (minimum C1 level required)
Fluent French (minimum C1 level required)
Fluent Italian (minimum C1 level required)
Spanish language knowledge is considered a plus
Previous experience in a Customer Care role is preferred
Excellent communication skills and confidence in interacting via phone, email, and chat
Strong problem-solving mindset
Ability to work effectively within a team and collaborate with different stakeholders
Flexibility in managing different types of activities (inbound calls, back-office tasks, etc.)
Critical and analytical thinking skills
From the moment you join LuxExperience, we are committed to making your journey with us inspirational and evolutionary.
If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV.
LuxExperience is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply.
We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers.
We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.
If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.
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