Descrizione dell'offerta
Location:
Milan Department:
Digital Reports To:
Head of E-Commerce
Aumenti le sue possibilità di ottenere un colloquio leggendo la seguente panoramica di questo ruolo prima di candidarsi.
Scope of the Role
The Web Customer Service Specialist plays a key role in delivering an outstanding digital customer experience. Acting as a Brand Ambassador, this role supports customers throughout their online purchasing journey, ensuring timely, accurate and personalized assistance before, during and after each purchase. The role manages the complete order lifecycle, resolves customer issues efficiently and collaborates closely with Digital, Logistics, Warehouse and other internal teams to continuously improve customer satisfaction and strengthen brand loyalty.
Key Responsibilities
Deliver an excellent customer experience across all customer touchpoints, including email, phone, chat and social media (Instagram, Facebook, LinkedIn). Manage customer enquiries related to products, online orders, deliveries, returns, exchanges, refunds and warranty claims. Support customers throughout the entire order lifecycle, ensuring prompt and accurate communication. Handle payment-related enquiries, including credit cards, PayPal, Klarna, gift cards and promotional vouchers. Resolve customer complaints professionally, identifying appropriate solutions while maintaining a positive customer relationship. Liaise with Logistics and Warehouse teams to monitor shipments, resolve delivery issues and manage stock-related enquiries. Collaborate with the Digital and Market Place teams to report website issues, payment gateway problems and customer experience improvements. Monitor and manage customer feedback across multiple platforms (e.G., Trustpilot and Amazon), analyze reviews and recurring issues, and provide actionable insights to enhance products, services, and internal processes. Maintain accurate customer records and ensure all activities are correctly documented within the CRM and customer service platforms. Ensure compliance with company policies, GDPR requirements and quality standards. Contribute to the continuous improvement of customer service procedures, FAQs and knowledge base documentation. Monitor and achieve customer service KPIs, including response time, resolution time and customer satisfaction. Represent the North Sails brand with professionalism, empathy and a customer-first mindset in every interaction.
Key Competencies
Customer-centric mindset with a genuine passion for delivering exceptional service. Strong communication and interpersonal skills. Excellent problem-solving and conflict resolution abilities. Ability to manage multiple priorities in a fast-paced environment. High attention to detail and organizational skills. Proactive approach and continuous improvement mindset. Team player with strong cross-functional collaboration skills. Positive attitude, resilience and adaptability.
Qualifications
Previous experience in Customer Service, preferably within Fashion, Retail or e-commerce. Knowledge of customer service and customer experience processes (e.G., NPS, customer feedback programs, and Voice of the Customer initiatives) Experience managing online customer enquiries and order management processes. Familiarity with CRM systems, ERP platforms and customer service tools (e.G. 4 Seasons, Coral Match, Business Central, Shopify or similar) is considered an advantage. Good understanding of e-commerce operations and digital customer journeys. Excellent Italian and English, both written and spoken. Additional languages are a plus. Good knowledge of Microsoft Office, particularly Excel.
What We Offer
The opportunity to join an international and growing company with a strong heritage and an innovative mindset. A collaborative and dynamic working environment where ideas are valued. Continuous learning and professional development opportunities. Flexible working arrangements in line with company policies. Employee benefits and staff discounts. The chance to contribute to a purpose-driven company committed to sustainability and responsible business. Salary Range:
25.000 – 30.000
North Sails Apparel is an equal opportunity employer. We value and welcome applications from people of all gender, religion, gender identity or expression, race, sexual orientation, civil status, national origin, disability, or age.
If you think you meet some of our desired qualifications for this role, but not all of them, we still encourage you to apply.
About North Sails Apparel
EMBRACE THE SPIRIT OF THE OCEAN. In 1957, North Sails founder Lowell North set out to make the best racing sails the world had ever seen. He succeeded and went on to reshape sailing altogether. Lowell's enduring legacy is the combination of leading-edge technology and high-performance materials, which defined the first apparel collection that launched in 1989. Today, for Performance Apparel the singular goal is to make the best foul weather gear on the planet, while the Lifestyle Collections bring the spirit of the ocean to shore and city. xpavfwm As part of our journey to becoming an Ocean Positive brand, we strive to use environmentally responsible materials that strike the balance between sustainability, functionality, and purpose, so we can plot and steer the course to a cleaner, healthier ocean, and preserve it for future generations.
Milan Department:
Digital Reports To:
Head of E-Commerce
Aumenti le sue possibilità di ottenere un colloquio leggendo la seguente panoramica di questo ruolo prima di candidarsi.
Scope of the Role
The Web Customer Service Specialist plays a key role in delivering an outstanding digital customer experience. Acting as a Brand Ambassador, this role supports customers throughout their online purchasing journey, ensuring timely, accurate and personalized assistance before, during and after each purchase. The role manages the complete order lifecycle, resolves customer issues efficiently and collaborates closely with Digital, Logistics, Warehouse and other internal teams to continuously improve customer satisfaction and strengthen brand loyalty.
Key Responsibilities
Deliver an excellent customer experience across all customer touchpoints, including email, phone, chat and social media (Instagram, Facebook, LinkedIn). Manage customer enquiries related to products, online orders, deliveries, returns, exchanges, refunds and warranty claims. Support customers throughout the entire order lifecycle, ensuring prompt and accurate communication. Handle payment-related enquiries, including credit cards, PayPal, Klarna, gift cards and promotional vouchers. Resolve customer complaints professionally, identifying appropriate solutions while maintaining a positive customer relationship. Liaise with Logistics and Warehouse teams to monitor shipments, resolve delivery issues and manage stock-related enquiries. Collaborate with the Digital and Market Place teams to report website issues, payment gateway problems and customer experience improvements. Monitor and manage customer feedback across multiple platforms (e.G., Trustpilot and Amazon), analyze reviews and recurring issues, and provide actionable insights to enhance products, services, and internal processes. Maintain accurate customer records and ensure all activities are correctly documented within the CRM and customer service platforms. Ensure compliance with company policies, GDPR requirements and quality standards. Contribute to the continuous improvement of customer service procedures, FAQs and knowledge base documentation. Monitor and achieve customer service KPIs, including response time, resolution time and customer satisfaction. Represent the North Sails brand with professionalism, empathy and a customer-first mindset in every interaction.
Key Competencies
Customer-centric mindset with a genuine passion for delivering exceptional service. Strong communication and interpersonal skills. Excellent problem-solving and conflict resolution abilities. Ability to manage multiple priorities in a fast-paced environment. High attention to detail and organizational skills. Proactive approach and continuous improvement mindset. Team player with strong cross-functional collaboration skills. Positive attitude, resilience and adaptability.
Qualifications
Previous experience in Customer Service, preferably within Fashion, Retail or e-commerce. Knowledge of customer service and customer experience processes (e.G., NPS, customer feedback programs, and Voice of the Customer initiatives) Experience managing online customer enquiries and order management processes. Familiarity with CRM systems, ERP platforms and customer service tools (e.G. 4 Seasons, Coral Match, Business Central, Shopify or similar) is considered an advantage. Good understanding of e-commerce operations and digital customer journeys. Excellent Italian and English, both written and spoken. Additional languages are a plus. Good knowledge of Microsoft Office, particularly Excel.
What We Offer
The opportunity to join an international and growing company with a strong heritage and an innovative mindset. A collaborative and dynamic working environment where ideas are valued. Continuous learning and professional development opportunities. Flexible working arrangements in line with company policies. Employee benefits and staff discounts. The chance to contribute to a purpose-driven company committed to sustainability and responsible business. Salary Range:
25.000 – 30.000
North Sails Apparel is an equal opportunity employer. We value and welcome applications from people of all gender, religion, gender identity or expression, race, sexual orientation, civil status, national origin, disability, or age.
If you think you meet some of our desired qualifications for this role, but not all of them, we still encourage you to apply.
About North Sails Apparel
EMBRACE THE SPIRIT OF THE OCEAN. In 1957, North Sails founder Lowell North set out to make the best racing sails the world had ever seen. He succeeded and went on to reshape sailing altogether. Lowell's enduring legacy is the combination of leading-edge technology and high-performance materials, which defined the first apparel collection that launched in 1989. Today, for Performance Apparel the singular goal is to make the best foul weather gear on the planet, while the Lifestyle Collections bring the spirit of the ocean to shore and city. xpavfwm As part of our journey to becoming an Ocean Positive brand, we strive to use environmentally responsible materials that strike the balance between sustainability, functionality, and purpose, so we can plot and steer the course to a cleaner, healthier ocean, and preserve it for future generations.
Candidatura e Ritorno (in fondo)
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