Customer Service Luxury

hace 4 semanas

Barcelona, España Walters People A tiempo completo

An excellent opportunity as Customer Care Executive for the Ecommerce (B2C) is available now in Barcelona within an important multinational of the luxury sector. About the job: In the position of Customer Care Executive (Ecommerce B2C), you will be responsible to provide second level support in DtC (Direct to Consumer) order to cash processes, Consumers quality issues, Consumers brands and products questions. All of them to achieve objectives fixed in terms of service levels and Consumer Care excellence. Your contribution will be key to become a data driven organization and develop a continuous improvement culture.

**Functions**:
Ensure DtC (Direct to Consumer) order to cash processes, monitoring service levels and solving/escalating incidents
- Fraud prevention cases process
- Wrong delivery addresses process
- SAP integration process
- Stockout process
- Delivery process
- Order replacement process
- Return process
- Commercial refund process
- Return and rejection processes

Manage quality issues
- Issues reception, escalation and follow-up
- Defective products pickup coordination
- Replacement products order creation and follow-up
- Cosmetic vigilance issues follow-up

Manage Consumer requests
- Product availability requests reception and follow-up
- Authorized retailer requests and follow-up
- General requests reception, escalation and follow-up

Transform numbers into data
- Consolidate data required to prepare Consumer Care analytics
- Provide qualitative insights

**Requirements**:

- University Degree
- Minimum of 1-2 years of experience in a similar position
- Experience in cosmetics, beauty or fashion will be a plus
- English & Spanish fluent

**Specific knowledge**:

- OTC processes & quality issues (required)
- SAP R3 (required)
- Proficiency in Excel (required)
- SAP Hybris (will be a plus)
- Zendesk (will be a plus)
- Adyen (will be a plus)
- UPS (will be a plus)
- Proficiency in Access (will be a plus)

**Competencies**:

- Ability to listen and active problems-solver
- Ability to orchestrate multiple tasks and deliver on time
- Meticulous attention to detail
- Ability to handle pressure and workload
- Analytical skills
- Good communications skills
- Good interpersonal skills

This important multinational of the luxury sector offers a temporary position of minimum 4 months starting in September with possibilities to convert into a permanent contract, within an excellent working environment.

If you are a professional with experience directly related to the position and excellent communication skills, the job of Customer Care Executive (Ecommerce B2C) is for you.

An excellent opportunity as Customer Care Executive for the Ecommerce (B2C) is available now in Barcelona within an important multinational of the luxury sector. About the job: In the position of Customer Care Executive (Ecommerce B2C), you will be responsible to provide second level support...

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