Italy
TREVISO
Commercial
After Sales/Customer Care
08/09/2024
CONSUMER CARE INTERN
Job Responsibilities
As a "focal point" toward HQ Logistic, E-Commerce, Finance/Controlling the resource is aiming at securing the best possible Customer Experience (payment, shipment, after sales, product support, pre-purchase inquiries) while preserving high operational efficiency level.
Support the subsidiaries and countries specific markets and own performance analysis to identify gaps to fill.
The role will operate across Brands and geographies while having a predominant focus on EU operations.
The Consumer Care Intern is asked to support the team for customers' ticket resolution while transferring insights on consumers' needs and requests and consolidating current flows.
By remarking customer centricity, the resource will take care of consumers' inquiries and claims on possible logistic and financial issues.
The Consumer Care Intern will help monitoring contact centers and subsidiaries activities in terms of quantity and quality.
Main Responsibilities:
- Work within the consumer Care team to secure the appropriate support level (coverage and SLA) to e-commerce customers along the different touch points (email, phones, live chats, …)
- Collaborate with E-commerce operations defining standard procedures to manage customer inquiries aiming to improve effectiveness
- The resource will be latest level of escalation at EU level in case of customer request and instances (supporting both call center and subsidiaries for EU markets)
- Be within the Consumer Care team the evangelist for the "voice of the customer" report referring to e-commerce topics and share outcomes to them on a regular basis.
- Collaborate with the Logistic Department to secure Project Management of the action plan agreed with the Logistic department
- Cooperate with the Finance Team to secure meaningful market coverage of relevant payment methods while minimizing fraud exposure
- The resource will cooperate with Finance, Logistics and E-commerce as part of the Operations e-commerce excellence strategy
- Analysing effective Kpis related to Customer care, Logistics and Payments with the goal of improving results
Job Profile
Qualifications:
- Degree in Languages, Humanities, Marketing, Economics or related fields
Skills:
- Fluent in English;
- Strong computing skills especially excel;
- Problem solving oriented;
- Positive, proactive and flexible attitude;
- Strong communication and relationship skills;
- Team-working oriented
Benefits:
- 650 euro monthly reimbursement
- Free lunch canteen
We are an Equal Opportunity Employer, we reject and condemn any form of discrimination including discrimination based on age, gender, sexual orientation, health, race, nationality, cultural background, political opinions and religious beliefs, and membership of associations and trade unions.
