Consumer Care Specialist

Ermenegildo Zegna Group
Milano, Lombardia, Italy
Closing date
4 Jan 2024

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Job Details


We are looking for a Consumer Care Specialist who will support the Consumer Care Coordinator in managing, developing, and improving the Consumer Care Strategy on a worldwide level ensuring best-in-class customer care and a personalized experience from an Omnichannel perspective.


This role is split into two missions, the GLOBAL CONSUMER CARE SUPPORT and the EMEA CONSUMER CARE TEAM LEADER. You will act as a pillar to Consumer Care worldwide with a specific focus on the EMEA market delivering the best experience, always anticipating consumer' needs and potential issues

  • Support the Consumer Care Coordinator in the implementation of the Consumer Care Strategy
  • Monitor activities to identify issues and opportunities for improvement:
    • Define and refine global processes and services ensuring everything is in line with customer expectations and market standards
    • Create and update training materials and templates
    • Gather functional information from internal departments, share impact on customers by keeping Costumer Care in line with business evolution
  • Collaborate with the contact centre partners/coworkers and align on performances:
    • Monitoring SLA/ KPIs
    • Review daily reports to support case resolution management and provide regular feedback
    • Perform TOV quality checks
  • Coordinate training and knowledge deck to (new) 1 st line resources, revamp TOV and related documentation
  • Oversee NPS detractor flow handled by Customer Care:
    • Work together with the first line agents to handle communication with detractor
    • Escalate case to the local markets or relevant teams for investigations and further activities
    • Assist in the preparation of recurring NPS reports and daily support to always meet the company's expectations
    • Participate in planning a tailored delighting programme for the detractor
  • Social Media monitoring: ensuring the quality of responses sent by 1 st line agents on the Community Management
  • Coordinate the 1 st level customer care agents for EMEA region primarily as well as other regions such as JAPAN & ASEANIA
  • Daily management of 2 nd level escalations and complex issues relating to online orders, quality complaints, after sales services, product information/availability etc. to ensure processes and procedures are met by liaising with internal stakeholders and local markets
  • Direct contact with the final consumer for specific cases where a supervisor is necessary
  • Work to speed up and improve our services to meet the quality standards set by the company
  • High level of flexibility and initiative
  • Attention to detail
  • Teamwork experience
  • Acting as a mediator
  • Effective communication skills and empathy
  • Problem solving skills
  • Active listening and positive attitude
  • Analytical thinking
  • Computer skills (MS Office)
  • At least 2-3 years of experience in similar roles also from other industries (e.g., hospitality)
  • University Degree
  • Excellent English, fluent Italian, another language is essential (German, French, Spanish)


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