Escalation Specialist Spanish

This is a 14 months mission opportunity within the escalation team

Role mission

The position involves providing the customer with administrative and logistical support in the pre-sales and post-sales phase through various contact channels (telephone, email). It also involves collecting feedback from the customer and sharing it with a view to continuously improving the purchasing experience.

Key responsibilities

1. a) ADMINISTRATION

• Knowledge of the characteristics of the company's online platforms and their consequences on customer use
• Management of the complexities related to the order process
• Assist customers with any doubts about registration, payments, administrative documents, etc.
• Management of requests for VAT exceptions and similar
• Management of anomalies/variations of administrative documents
• Use of payment gateways for control activities and claims management
• Management of Italian Public Administrations

1. b) SHIPMENTS

• Reading and interpretation of courier tracking
• Use of courier websites and any access to their platforms
• Support customers on shipments, returns, courier peculiarities and additional services
• Resolution of delivery problems
• Contacts with customers
• Storage notification management
• Shipments anomalies management (es. Shipment Failed)
• Custom document requests management
• Returned parcels management

Requirements

Previous experience:

• Language skills
  • Italian: B1-B2
  • Spanish : C2
• Familiarity with the use of IT tools:
  • emails
  • Office, in particular Excel

Soft skills

• Punctuality
• Flexibility
• Proactivity
• Customer satisfaction orientation
• Ability to establish a relationship of trust with the customer and colleagues
• Ability to anticipate customer expectations and requests
• Empathy
• Good diplomatic and dialectical skills
• Ability to manage stress
• Excellent problem-solving skills
• Team working skills