E-Commerce Customer Service Specialist

Area: Digital

Job Location: Mendrisio

Type of Contract: Full time permanent contract

We are currently seeking a motivated person, with experience in the fashion industry to join our Digital Business team in Mendrisio.
As a Customer Care Specialist in our e-commerce division, you will play a crucial role in ensuring customer satisfaction and loyalty. You will be the first point of contact for our customers and will assist them with their inquiries, orders, and concerns.

Key Responsibilities:

• Handle incoming customer inquiries via email and chat promptly and professionally;
• Assist customers with – but not limited to - product information, order placement, order tracking and return;
• Resolve customer issues and complaints effectively and efficiently, aiming for first-contact resolution;
• Provide accurate and clear information regarding products, pricing, promotions, collections and brand initiatives;
• Collaborate with other teams, such as logistics and sales, to resolve customer issues and ensure timely order fulfillment;
• Maintain detailed and accurate records of customer interactions and transactions;
• Identify trends in customer inquiries and feedback to suggest improvements to processes and products;
• Monitor and maintain customer satisfaction levels through surveys, feedback analysis, and follow-up communication;
• Stay updated on product knowledge, policies, and industry trends to provide informed assistance to customers;
• Continuously strive to exceed customer expectations and promote brand loyalty.

Qualifications:

• Previous experience in customer service or a related field, preferably in an e-commerce and fashion environment;
• Strong communication skills, both written and verbal.
• Fluent in English and knowledge of French;
• Proficiency in using customer service software and CRM systems – Knowledge of SalesForce Service Cloud and SalesForce Order Management is considered a plus;
• Excellent problem-solving abilities and a customer-centric approach;
• Positive attitude, patience, and empathy when dealing with customers;
• Ability to work independently and as part of a team;
• Ability to interact with business functions;
• Attention to detail and accuracy in data entry;
• Fluency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc).