Customer Care Specialist

Summary

Join Everli, Europe's leading online grocery marketplace, as a Customer Care Specialist focusing on the Italian market. You will be part of the Support and Live Operations team, initially handling live chat, order assignments, and logistics troubleshooting. This fixed-term, full-time (40 hours/week) role offers remote work and involves managing customer interactions across multiple channels. You will also handle order processing, cash collection, bug reporting, fraud prevention, and product recalls. The position requires a Bachelor's degree, customer service experience, and Italian/English fluency.

Requirements

• Have a Bachelor Degree in humanities or communications
• Have developed previous experiences in customer or operations facing roles (up to 1 year), preferably as Customer Care / Operation Specialist in B2B or B2C companies
• Be proficient with Office (specifically, Excel)
• Be available to work on shifts, even during weekends and sometimes on holidays
• Be mother tongue or fluent in Italian
• Have upper intermediate (B2) or better English knowledge

Responsibilities

• Manage daily contacts with Customers and Shoppers providing them with efficient help in managing all phases of the order cycle
• Take care of logistics issues and Orders Assignation, cooperating when necessary with the Local Operation Team located in Italy
• Receive and process customer orders, inquiries or complaints as the first line of support, then escalating where necessary
• Maintain proper administration of order information in the relevant systems to ensure up-to-date information, simple tracking, early detection of potential issues and to enable forecasting
• Proactively execute cash collection in line with payment terms and process flows
• Report bugs related to our apps
• Be responsible for product recall
• Prevent and manage frauds
• Answer technical questions and resolve technical difficulties for the customer, escalating where necessary
• Familiarize yourself with new products and services as they are introduced

Preferred Qualifications

• Have strong interpersonal skills and commercial inclination
• Possess flexibility, problem-solving abilities, and precision
• Have multi-tasking skills

Benefits

• Welfare Budget
• Home Workstation Budget
• Mental Health Support
• Discount on your grocery with Everli.com