New Guards Group is the home to 10 international luxury brands: Marcelo Burlon County of Milan, Off-White c/o Virgil Abloh, Palm Angels, Unravel Project, Heron Preston, Alanui, Kirin Peggy Gou, Opening Ceremony, Ambush and There Was One.
We work with the understanding that fashion and luxury can be different: community-based, quality-driven, collaborative, truly global and quick.
Our brands and products stem from creative and managerial innovation and the philosophy of Made in Italy.
We're redefining the way luxury is conceived, communicated and shared.
Where others see limits, we see goals.TURATIOur new office in Via Turati is a strategic hub, and home to all of the NGG staff functions.
Turati is where the behind the scenes driving force of NGG is brought to life; this is harmonized with the archive exhibits of brand collaborations found throughout the office.THE ROLENGG is looking for a Customer Care Specialist who will take care of processes and procedures concerning the digital customer care, with the goal of maintaining the level of service defined and consistent with the brand identity of the Group, ensuring the highest standards for quality and B2C customer satisfaction.WHAT YOU'LL DOEnsure a smooth customer care process and service fulfillment to meet customer expectationsManage the customer relationship on digital channels and the performance analysis through the measurement of a set of operational and analytical indicatorsManage customer relationship on digital and wholesale channelHandle and resolve product or service issues, providing appropriate solutions, ensuring issues are managed and resolved quicklyAdhere to precision, quality and timing standards to ensure the best quality service and achievementsCollect any requests from customers for withdrawal from the purchase, refunds, replacements or exchanges damaged productsProvide feedback on the efficiency of the procedures, reporting any anomalies or frequent problemsTrack and report all issues and review data on a regular basis to drive continuous improvement and reduce requests.WHO YOU AREAt least 1 year experience in a similar roleExcellent knowledge of spoken and written English and Italian, another language will be considered a plusAbility to interact with several internal and external stakeholders, flexibility and diplomacyHands-on approach and willingness to work in teamREWARDS BENEFITSGreat compensation package (in consideration of your professional experience)Fixed-term contractLunch ticketsDiscounts on all NGG brands and partners including FARFETCH and BrownsBe part of a young, dynamic and creative company with over 40 different nationalitiesBrand new headquarters located in the centre of MilanEQUAL OPPORTUNITIES STATEMENTNew Guards Group is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process.
We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law.
We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.
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