Customer Care Specialist, Digital - FARFETCH

Location
IT Turati
Posted
25 Jan 2022
Closes
11 Mar 2022
Ref
332fc707-262f-4a8e-ba85-7b11ba099a24
Function
Technology
Level
Manager
Hours
Full Time
New Guards Group is the home to 9 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 and Ambush. 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.

TURATI

Our 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 ROLE

NGG is looking for a Customer Care Specialist who, reporting to the Customer Care Coordinator, 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 DO

    • Ensure a smooth customer care process and service fulfillment to meet customer expectations
    • Manage the customer relationship on digital channels and the performance analysis through the measurement of a set of operational and analytical indicators
    • Participation in projects to design new digital touchpoints, improving the existing ones
    • Handle and resolve product or service issues, providing appropriate solutions, ensuring issues are managed and resolved quickly.
    • Adhere to precision, quality and timing standards to ensure the best quality service and achievements
    • Collect any requests from customers for withdrawal from the purchase, refunds, replacements or exchanges damaged products
    • Provide feedback on the efficiency of the procedures, reporting any anomalies or frequent problems
    • Track and report all issues and review data on a regular basis to drive continuous improvement and reduce requests.


WHO YOU ARE

    • At least 2 years' experience in a similar role
    • Excellent knowledge of spoken and written English and Italian, another language will be considered a plus
    • Ability to interact with several internal and external stakeholders, flexibility and diplomacy
    • Hands-on approach and willingness to work in team


REWARDS & BENEFITS

    • Great compensation package (in consideration of your professional experience)
    • Lunch tickets
    • Discounts on all NGG brands and partners including FARFETCH and Browns
    • Be part of a young, dynamic and creative company with over 40 different nationalities
    • Brand new headquarters located in the centre of Milan


EQUAL OPPORTUNITIES STATEMENT

    • New Guards Group is committed to being an inclusive workplace where diversity in all its forms is celebrated. We make employment decisions without regard to race, religious creed, colour, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law, physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other classification protected by applicable federal, state or local laws or ordinances. If you require special accommodation, please let us know.


We are currently looking for a Customer Care Specialist who, reporting to the Customer Care Coordinator, 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.${description2}

Similar jobs

More searches like this

Similar jobs