Customer Service Specialist

MAIN MISSION & CHALLENGES of the DEPARTMENT / TEAM / POSITION

The Customer Service Specialist is a passionate customer care professional with great customer service skills and the ability to effectively moderate online and offline conversations, providing an authentic customer experience via phone, email and chat.

The Customer Service Specialist assists customers with all aspects of customer service including order placement, facilitating returns and replacements, product inquiry and recommendations, general customer service assistance and escalated issues across all product line.

Hierarchical report of the position: CRM & Customer Service Coordinator

Location: Milano

ROLE AND AREA OF RESPONSIBILITIES

The advisor has a strong understanding of the brand and products, offers exceptional advice and consultation to customers, and always focuses on providing best-in-class customer service.

The advisor has a strong understanding of the brand and products, offers exceptional advice and consultation to customers, and always focuses on providing best-in-class customer service.

Main responsibilities:

• Convey energy, excitement, authenticity, and a deep appreciation for the mission and values of our brand;
• Use proactive and intuitive techniques to increase customer experience by providing suggestions for products that match customer interests and needs;
• Utilize multiple service channels (email, chat, phone, text, etc.) to provide an outstanding customer experience;
• Provide product information and offer order assistance to help the e-commerce department achieve sales goals;
• Support department in achieving business KPIs including; NPS, customer response time, etc;
• Ability to accurately document and analyze customer interaction details;
• Applies high-quality customer service guidelines while servicing customers.

CANDIDATE PROFILE

Education/Degree:

Bachelor’s degree

Background including total years of experience:

5+ years of experience in Customer Care

Genuine passion for beauty products;

Retail background is a plus.

Technical skills:

Experience working with Zendesk (or a comparable customer service ticketing system) strongly desired;

Strong analytical and problem-solving skills;

Working knowledge of Microsoft Office Suite, Salesforce, Bazaarvoice

Languages:

Full proficiency in English

Soft skills and leadership skills:

- Good relational skills;

- Flexibility, dynamism;

- Ability to work in a team;

- Organized and able to multitask;

- Sense of urgency, demonstrates ownership, high energy, and team player;

- Excellent interpersonal skills;

- Strong oral and written communication skills.