Gucci Online Employee Store - Customer Care & Operations Specialist

Descrizione dell'offerta

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
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Ensure a satisfactory outcome for the customer and resolve issues adhering to corporate terms & conditions

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Produce templates that streamline processes and keep these updated

Order Review Process

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

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

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

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Complete monthly reporting of customer service statistics and order volumes

Digital Content

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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

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

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

Profilo richiesto

Qualifications :

Key Requirements

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Bachelor's Degree in business or social sciences

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

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Fluent written and spoken English and Italian.

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

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Problem solver with good technical skills and attention to details

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

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

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

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Autonomy and a strong sense of responsibility

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