Escalation Specialist - French and Italian Language

The position involves providing the customer with administrative and logistical support in the pre-sales and post-sales phase through various contact channels (telephone, email). It also involves collecting feedback from the customer and sharing it with a view to continuously improving the purchasing experience.

Key responsibilities

a) ADMINISTRATION

·        Knowledge of the characteristics of the company's online platforms and their consequences on customer use

·        Management of the complexities related to the order process

•     Assist customers with any doubts about registration, payments, administrative documents, etc.

•    Management of requests for VAT exceptions and similar

•    Management of anomalies/variations of administrative documents

•    Use of payment gateways for control activities and claims management

•    Management of Italian Public Administrations

b) SHIPMENTS

·        Reading and interpretation of courier tracking

·        Use of courier websites and any access to their platforms

·        Support customers on shipments, returns, courier peculiarities and additional services

·        Resolution of delivery problems

·        Contacts with customers

·        Storage notification management

·        Shipments anomalies management (es. Shipment Failed)

·        Custom document requests management

·        Returned parcels management

Requirements

Previous experience:

·       Language skills

oFrench : C1

oITALIAN: C2

·   Familiarity with the use of IT tools:

o  emails

o  Office, in particular Excel

Soft skills : 

• Punctuality

• Flexibility

• Proactivity

• Customer satisfaction orientation

• Ability to establish a relationship of trust with the customer and colleagues

• Ability to anticipate customer expectations and requests

• Empathy

• Good diplomatic and dialectical skills

• Ability to manage stress

• Excellent problem-solving skills

• Team working skills