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Responsibilities
?Pre-sales customer support via phone, email, and live chat to guide the user in choosing the most suitable product and make the buying experience moreeffective.
?Post-sales customer support via phone, e-mail, and live chat to check the order status and any issues related to the order (contacting warehouse and couriers if necessary) or to theproduct.
?Management of B2C contacts in the various marketplace platforms, in compliance withKPI;
?Processing product returns andreplacements.
?Collection and management of any complaints andclaims.
?Management reported problems and shared them with the various company departments
?Always operate according to Group culture, values, rules and procedures.
Skills &qualifications
?Minimum 1-2yearsexperiencegained in customer serviceactivities. Preferablyin FMCG, retail, or other customers
?Time management skills
?Good use of a PC.SAP/SALESFORCE knowledgeispreferred
?Strongspeakingandcommunicationskills
?Abilitytolistenandempathize
?Problem-solving skills
?Education: GCSE in English and Mathematics required, further education desired.
Mindset&interpersonalskills
Capability in dealing with complexity in a multinational environment is needed
Capability to promote team-working and collaboration among the different functions both at local and Group level is highly recommended
An attitude to measure performances by KPIs is highly recommended
An hands-on approach together with a high commitment in respecting working deadlines are highly appreciated
A good understanding of main company processes is appreciated
Business judgment and curiosity are required
Good communication skills with all levels of the organization are required
