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Yoox Net-A-Porter Group Spa > offerta di lavoro n. 225311

immagine: lavoro con Yoox Net-A-Porter Group Spa

Customer Care Escalation Support Specialist

> 06339-1

Assunzione alle dipendenze

Tempo indeterminato

regime orario
Full time

luogo di lavoro
IT Lombardia, Milano

area professionale
Assistenza clienti, Call center

livello professionale

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Descrizione della posizione

With 8 digital production centers and 9 logistics centers 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. Operations department is responsible for ’s and Online Flagship Stores’s Distribution Logistics, Digital Production, International Content & Localization, Customer Care, International Operations and Quality & Innovation.


Role proposed

The candidate will be part of the European Customer Care Escalation team, a dynamic team with a direct impact on customers’ satisfaction and high-level requests management. The candidate will be responsible for the following activities:


Main Activities

  • Managing of customers’ requests escalated by our 1^ level Contact centres, for all Online Flagship Stores sites powered by YNAP Group with a special focus on Premium and Omni-channel services;
  • Managing back office activities (returns acceptance, refunds tool, Customer care request tool for internal employees, Customer care tool orders Alerts, Payment acquirers back office activities) to assure SLAs and good performance;
  • Being a point of reference, as escalation team member, to Third party contact centers (i.e. Brands with In-house customer care and Tailor made customer care);
  • Collaboration with Training & Quality team, to highlight major malpractices performed by 1st level contact centres and to enhance the quality of the service provided to our customers;
  • Interacting with all YNAP Group internal structures affecting Customers’ final experiences and needs.


Key Competences

  • Problem solving and organizational skills;
  • Passion for Customer Service and customer caring activities;
  • Ability to work well in a team;
  • Excellent communication skills (both verbal and written);
  • Highly customer-oriented;
  • Ability to learn complex procedures and being proactive in proposing innovations and improvements;


Role Specific Skills

  • University degree, preferably in foreign languages;
  • One year of experience in a similar position;
  • Excellent verbal and written communication skills (fluency) in English and Italian;
  • Strong verbal and written communication skills in French language will be considered a plus;
  • Knowledge of the MS Office applications;
  • Interest in Fashion will be considered in plus.


La presente inserzione è pubblicata allo scopo esclusivo di raccogliere candidature in relazione ad opportunità di lavoro o formazione effettivamente esistenti presso la nostra azienda o presso società controllate o partecipate. È pertanto esclusa qualsiasi finalità di intermediazione. La ricerca è rivolta a candidati di entrambi i sessi (L.903/77). I dati saranno trattati ai sensi del Regolamento UE 2016/679.
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