Consumer Care Specialist

BASIC PURPOSE OF THE JOB

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.

MAIN RESPONSIBILITIES

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

GLOBAL CONSUMER CARE SUPPORT

• 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

EMEA CONSUMER CARE TEAM LEADER:

• 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

PRINCIPAL SKILLS REQUIRED

• 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)