The Consumer Care team leader will be part of the digital team and will responsible for managing, monitoring and improving final customer satisfaction across direct channels at every step of the journey.
He/She understands the brand messaging and goals and has a clear mindset about customer satisfaction and resolution.Reports to: Digital operations managerKey Responsibilities: Responsible of internal and external consumer care team, leading performance and KPIs analysis enabling them to proactively deliver on-going customer service excellenceCoordinate requests management and assignment to the team ensuring that consumers' inquiries are being responded to in an appropriate and timely manner based SLAsSupports the team on a daily basis through all communication channels as well as in peak periodsManages requests for customized products (Dainese Custom Works), handle requests internally with other departments and assist customers during the purchase processManage requests related to service and reparationManages after sales cases related to quality and warrantyMaintains customer satisfaction by providing problems-solving resources to the teamImproves customer service quality results by analyzing and communicating service metricsEnforces, reviews and evolve company policies and procedures internally at global levelMonitors NPS and online brand reputation, investigate negative reviews and provide resolutionManages workflows between internal and external resources/departmentsCoordinate and assist with brand and product trainings for consumer care teamDetermines service requirements by maintaining contact with final customers and providing recommendations to the management teamResearch customer issues associated with billing, shipping, returning products utilizing internal tools and resources to identify solutionsHelp auditing and troubleshooting product issues, providing escalations to ecom merchandising team as necessaryManages and coordinate direct and indirect resources.
Qualifications, skills and competencies: +5 years experience in a similar roleStrong problem-solving and critical thinking skillsHigh attention to customer needs and satisfactioneCommerce and service platforms know how.
Salesforce clouds knowledge will be a plusPayment Provider Platforms and checkout solutions (Adyen, Paypal...)ERP Systems know howAdvanced knowledge of Microsoft Office products, above all Excel and PowerpointFluent in English.
Preferably multi language speakerSelf motivated, flexible, and able to handle large volumes of work independentlyPositive forward-looking mindset and team spirit, Special benefits: Flexibility of working timeSmart workingCompany canteenExclusive discounts for employees…and much more… Apply now to discover more about being a Dainese employee!
