Are you interested in working for a world-renowned fashion brand?

Our company:

Our clients belong to the top 500 business companies in the sectors IT, telecommunications, e-commerce, automotive, and financial services. We are a multicultural company collaborating with employees from over 100 different nationalities. We offer a great work environment, modern offices, a dynamic and young approach, with true career opportunities. Our offices are located in the heart of Barcelona in the @22 district very close to the beach, public transport, the Glories shopping mall & restaurants.

Your role:

• - Take incoming customer calls (via telephone, email, voicemail, chats, or other automated alerts) and solve users' demands.
• - Take incoming calls from boutiques and shops via telephone and resolve demands.
• - Log call details onto call management systems and provide response and resolution within SLA. Maintain service and product knowledge and expertise associated with applications specific to individual customers.
• - Escalate potential service issues initially with Mentor. To follow all the processes and procedures of the project.
• - Ensure contractual SLA is maintained.
• - Provide cover for other Agents in their absence, either within the same team or across teams.
• - Liaise with Supervisors/ Mentors on specific projects where requested.
• - To understand and comply with administrative duties including holiday, sickness and overtime forms in a timely and accurate manner.
• - To attend regular Team Meetings.
• - To work on additional tasks required by Supervisor or Mentor connected to keeping up the service performance, quality and customer satisfaction.
• - Answer and deal with customer pre and post sales requests (Logistics, queries, refunds, exchanges, delivery, etc.).
• - Initiate & manage Customer post sales related tasks; covering order cancellations, claims management, order and delivery follow up, refund requests and escalations using multiple tools, such as CRM & Order Status Suite with a high quality, efficient and customer centric approach.

Hours and Benefits:

• - 39 hours/week: Monday to Friday from 09:00 to 18:00
• - Salary for 39 hours: 16.732,21 Euros gross/year + up to 1.200 Euros gross/year
• - Ongoing training
• - Possibility to grow within the company

Why apply?

• - A large variety of discounts with our partners
• - Free weekly and after work activities
• - We promote intercompany mobility to work at any of our sites around the world. We have more than 140 locations in over 35 countries
• - Real growth opportunities to progress
• - New and modern office in the center area
• - Receive a bonus starting from 300 euros for referring your friends

Requirements

• - Native level speaker of Italian
• - Fluent in English
• - Working knowledge of IT Platform, equipment, and applications: Windows/MS Office
• - Good disposition to work in a customer service environment
• - Customer care skills - ability to listen to and understand the customers' needs
• - Ability to take ownership of, and progress calls to resolution or to escalate call to resolution

Personal abilities:

• - Resistant to stress.
• - Very good communication skills.
• - Ability to work in a team.
• - Logical approach to problem solving.
• - Ability to work on your own initiative.
• - Ability to adapt to different situations and needs