Gucci Online Employee Store - Customer Care & Operations Specialist - Gucci - Florence - Wizbii

Gucci Online Employee Store - Customer Care & Operations Specialist

  • Par Gucci
  • Tempo indeterminato
  • Florence (Italia)
  • Secrétariat / Administration

Description de l'offre

Role Mission

The Gucci Online Employee Sales - Customer Care & Operations Specialist is responsible for managing end to end customer enquiries & cases via phone and e-mail and for coordinating customers' order review processes in the Gucci Online Employee Sales e-Store. He/ She will also be involved in cross-functional activities in partnership with the content team to support timely website updates during peak times

Key Accountabilities

Customer Care

· Deliver an efficient and effective customer service supporting online customers in any step of their purchasing process within the Gucci Online Employee Sales e-Store via phone and/or e-mails
· Management of customer cases in partnership with multiple internal departments
· Provide precise and accurate information regarding products, stock availability, shipping issues and any kind of order enquiry
· Stay up to date with products' information and collect clients' feedback on the visual merchandising displayed in the website
Ensure a satisfactory outcome for the customer and resolve issues adhering to corporate terms & conditions

Produce templates that streamline processes and keep these updated

Order Review Process

Review all orders to check for activities violating the terms of the employees' sales

Conduct post purchase checks to confirm quantity limits on products have been respected

Investigate payment issues liaising with the Finance Team in order to sort out any related issue

Complete monthly reporting of customer service statistics and order volumes

Digital Content

Partner with the Global Digital Content team to cross-train on visual merchandising and User Acceptance Test to speed up website updates during peak times

Create training documents and SOPs to facilitate cross-training and onboarding of new team members globally

Contribute to the work of the team as required, including data entry and checking, problem solving, producing reports and presentations.

Profil recherché

Qualifications :

Key Requirements

Bachelor's Degree in business or social sciences

2 to 3 years' experience in customer care. Previous experience within Luxury customer service is preferred

Fluent written and spoken English and Italian.

Ability to effectively communicate with individuals at all levels, both internally and externally

Problem solver with good technical skills and attention to details

Experience with fraud detection and knowledge of Cybersource is a huge plus

Comfortable working with Microsoft Office, experience in JDA and Oracle is a huge plus

Ability to manage multiple tasks in a fast paced and growing environment

Autonomy and a strong sense of responsibility

Positive, enthusiastic, able to take initiative with a can-do attitude
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