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Company DescriptionMore than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce.Today, we stand strong as Europe's leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.Job DescriptionAs our Customer Care Manager for Italy, you are the direct link between customers and zooplus.Your mission is to support customers in the best possible way and ensure the highest possible customer satisfaction.Responsibilities:Monitors and provides insights regarding market specific CC trends and best practices.Subject matter experts in customer journey on the market level (for example, specific/ preferred contact channels, payment methods, communication style preferences, etc.)Manages customer review pages and other external platforms relevant to the market in the market language (Trustpilot, etc.)Manages Service Partners' performance on the market level according to CC Operations global model (customer satisfaction, net promoter score, customer review pages rating etc.)Handles very difficult and sensitive customer complaints.In charge of Customer Care initiatives implementation on the market level.Delivers relevant input in other disciplines (e.g.Direct Marketing, Delivery teams etc.)in order to minimize incoming customer queries.Actively works together with Delivery Experience Management in order to safeguard zooplus delivery promise and aligns with shop operations in relation to customer communication e.g., on delays.Provides relevant customer feedback to other disciplines to stimulate continuous improvement.QualificationsExperience in managing customer care teams (including CC tools, preferably Freshdesk) within e-commerce environment.Proficient level in Italian and EnglishVery good communication skills and strong sense of empathy.Ability to weight customer needs and demands towards business value.Strong analytical skills.Open to change and easily navigating within the changing business requirements.Can do attitude.Additional InformationWith more than 1,000 passionate professionals located across 10 European offices, we believe our success comes from working together and leveraging our international strengths.Expect to work in a hybrid environment, collaborating with colleagues in different locations remotely.Our benefits: 20% discount in our zooplus shop Internal and external training Team events#LI-Hybrid?? 28 Annual Vacation Days Private Medical Health Insurance? Hybrid working model (up to 40% remote)
