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Customer Service Specialist
hace 3 meses
The Challenge
We are looking for an Italian -speaking Customer Service Specialist who will report directly to our Customer Service Team Lead. We are looking for someone with a strong customer-centric mindset to join our constantly evolving team to ensure a high level of customer service focused on enhancing customer satisfaction. Our team's mission is to be able to transform potential friction into a "wow" experience.
What You Will Do
Resolve Complex Customer Issues: Manage and resolve high-complexity user inquiries across various channels, ensuring timely and satisfactory solutions.
BPO Support: Facilitate communication, provide support, and collaborate with external BPO partners to optimize service delivery.
Performance Monitoring: Monitor customer service KPIs, analyze deviations, and proactively propose improvement actions.
Process Optimization: Identify opportunities to streamline processes and participate in continuous improvement projects within the department.
Cross-Functional Collaboration: Build strong relationships with relevant departments (Logistics, Legal, Customer Experience, etc.) to recommend customer-focused policies and practices.
Customer Satisfaction: Consistently deliver excellent customer service, ensuring high levels of user satisfaction throughout the support journey.
Adaptability: Embrace change and readily take on new responsibilities or tasks as needed, contributing to the dynamic growth of our team and business.
What We're Looking For
You have excellent verbal and written communication skills in Italian, English, and Spanish.
You have an analytical mind and are comfortable working with data (spreadsheets, data visualization tools).
You demonstrate outstanding problem-solving skills and the ability to operate autonomously.
You can build effective relationships with cross-functional partners.
You are passionate and have a strong customer-centric focus.
Experience in Customer Service in a multi-channel customer service environment is a plus.
Experience using Zendesk or similar tools is a plus.
Nice to have: Bachelor's degree in Business, Economics, or Engineering.
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