Customer Care Specialist_Arabic Mother Tongue

Gucci

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Job Details

Job title

Customer Care Specialist_Arabic Mother Tongue, Gucci

Location

Florence, Italy

Level

Assistant / Entry Level

Function

Digital & Ecommerce

Posted

Contract

Full-time, Salary Unspecified

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Job Description

Role Mission
Responsible for managing end to end customer enquiries & cases via phone, e-mail, chat including but not limited to:
* E-commerce product information, stock availability, any kind of order enquiries, returns and exchange, shipping information
* Brand information, storytelling, Social Responsibility, Career information
* Store opening hours & general information including stock availability
* After Sales Policy and Repair case management
* Support to complex customer cases of other Regions
* Enquiries from Instagram & socials in general
* Internal Requests from other departments including stores
* Manage calls on behalf of stores
Key Accountabilities
* Deliver a luxury omni-channel service to final customers (inbound and outbound):
- Complete management (enter, update, cancellation, look up, return, exchange) of any ecommerce orders supporting customers in any step of the journey. Shipping information and modification
- Management and orchestration of complex customer cases (such as complaints) involving multiple internal departments covering all the possible topics trying to avoid direct customer escalation to top management
- Provide precise and accurate information regarding products of all categories and collections with the final aim of converting calls/e-mails/chats into final sales on the online or offline channels (including cross selling)
- Complete management of all After Sales customer cases (online, offline, wholesale) including those from previous years
- Offer special, dedicated and curated service to Very Important Gucci (VIG) customers
- Specialise, if requested, in one specific subject (e.g. product, social responsibility, brand storytelling etc.) and act as the expert on the specific subject versus final customers
* Tight interaction with stores for what concerns the calls taken on their behalf (e.g. feedback in case the call is diverted back to the store with no answer)
* Reporting & Analysis

The Ideal Candidate

J ob requirements
* Arabic mother tongue
* University degree in Psychology, Communication, Foreign Languages, Fashion, or related field (High school diploma accepted in case of a talented person)
* Master Degree is welcome
* Minimum 2 years of experience in a structured Call Centre/Customer Care environment
* Knowledge of fashion/luxury retail business and ecommerce space
* Excellent interpersonal, communication, written skills are a must as well as ability and willingness to entertain proficient relationships with customers being able to deal effectively with people who may be worried, frustrated or angry
* Excellent creativity, proactivity, analytical, fast problem solving and decision-making skills
* Ability to manage customer relationship in a highly diversified, constantly/quickly changing environment and needs to be able to work under pressure remaining calm
* Ability to maintain positive and healthy relationships with all Customer Care team members, customers and the other company's departments
* Must be able to work independently taking ownership of assignments and seeking creative solutions
* Must be organised, flexible, adaptable to change, and able to multi task in a fast-paced diverse environment
* Proven fluency in English, Italian and another language

About Us

Influential, innovative and progressive, Gucci is reinventing a wholly modern approach to fashion. Under the new vision of creative director Alessandro Michele, the House has redefined luxury for the 21st century, further reinforcing its position as one of the world's most desirable fashion houses. Eclectic, contemporary, romantic—Gucci products represent the pinnacle of Italian craftsmanship and are unsurpassed for their quality and attention to detail.
Gucci is part of the Kering Group, a world leader in apparel and accessories that owns a portfolio of powerful luxury and sport and lifestyle brands.
For further information about Gucci, visit www.gucci.com