Overview
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The Customer Care Specialist is responsible for providing assistance to the consumer during the online purchase process of the Group's products. Their responsibilities include: acting as a point of contact for any need that may arise during and after the purchase (online and offline), and providing an effective and efficient assistance service characterized by the attention and care given to the consumer.
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Responsibilities
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- Act as a point of contact for any need that may arise during and after the purchase, online and offline.
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- Provide an effective and efficient assistance service, distinguished by the attention and care given to the consumer.
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Qualifications
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- 1.01 Manages support requests (technical, procedural, product) received by telephone or via various tools.
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- 1.02 Manages complaints and grievances, working to contain the consumer's frustration and safeguard the brand image.
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- 1.03 Understands and identifies the nature of the problem and provides response according to policy or forwards to 2nd level internal contacts.
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- 1.04 Tracks requests for support and interventions in the system, monitors progress and supervises prompt resolution.
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- 1.05 Develops in-depth knowledge of the collection/product/any promotional activities and assists the consumer during the online purchase.
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- 1.06 Supports as a second level activity compared to the management of outsourced customer service suppliers for markets other than the Italian ones.
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- 1.07 Promotes the development of role learning through proactive, team and digital, aimed at innovation and improving the effectiveness/efficiency of its responsibilities.
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- 1.08 Promotes, adopts and develops the use of digital technologies within its function in relation to both process management and relations with internal and external interlocutors involved in the business.
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- 1.09 Adopts significant behaviors and promotes operational/cultural actions for Sustainable Development, understood as the interconnection of practices oriented towards the care of the environment, business processes and organizational community.
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Additional Information
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- Fluent in Italian and English (spoken and written).
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- Knowledge of French is a plus.
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- Customer-oriented approach.
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- Attitude to work in team.
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