Description
With 8 digital production centers and 8 distribution centres in Italy, the United States, Japan, China and Hong Kong, the YOOX NET-A-PORTER GROUP is active on a global scale, delivering to more than 180 countries around the world, with the strength of a consolidated local approach: content localized in 11 different languages, size conversion, 10 different currencies accepted to date, along with local payment systems, dedicated couriers and much more. The Operations department is responsible for Distribution Logistics, Digital Production, International Content & Localization, Customer Care & Loss Prevention, International Operations and Quality & Innovation.
Additional specific requirements:
Registration under the targeted placement list reserved for individuals with disabilities or ‘Categorie Protette’ (L. 68/1999)
Responsibilities
Management of customers inquiries escalated from third-party contact centers, for (all) some of the websites powered by YNAP Group via new channels (live-chat; facebook, twitter; etc)
Management and resolution of critical and more complex cases escalated by the contact
center, in accordance with the team leader's supervision;
Interaction with all the company's departments involved in critical escalation cases, such as legal office, Office of the CEO and all the corporate staff departments;
Support the team leader and the Training &Quality team to define and develop a Quality measurement scorecard, in order to best evaluate contacts deriving from Social channels and to optimize procedures and processes;
Support each new project and channel launched according to the development of the business and under the coordination of the Team Leader.
Qualifications
Knowledge of Social Media channels (Facebook, Twitter, Instagram, Whatsapp);
Ability to work well in a team as well as independently;
Proactivity, customer focus, and flexibility;
Knowledge of E-commerce market would be considered a plus;
Knowledge of MS Office;
Experience Requirements
Previous experience and/or personal attitude to manage social channels;
Education Requirements
University degree, preferably in foreign languages;
Skills
Excellent verbal and written communication skills both in Italian and English;
Knowledge of another European language (e.g. German and/or Russian) would be considered a plus;