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Customer Care Agent (Italian Speaking)
Uniqlo Co., Ltd. | Ravenna | Full-time | ravenna.bakeca.it |
This a fantastic opportunity to join an exciting internationally recognized retail clothing brand and to be at the core of our interactions with our customers. SHIFT PATTERNS:
• Monday to Sunday: Shift Duration: 7.5 hours per day 37.5 hours per week.
Operating hours: 07:00
• 20:00* * Please note the above hours reflect start and end times' shifts will be scheduled within these times
• Hours are subject to change depending on business needs/seasonality and by markets.
• Anything outside of these hours will be communicated and confirmed in advance.
LOCATION: Central London' Regent Street Office &, some work from home
• Hybrid Working with a minimum of 3 days per week in the office and 2 days working from home* .
• Please note the above office and working from home schedule are subject to change depending on business needs/seasonality and market requirements.
• Any training is to be attended on-site (Office) when scheduled' this is not considered as part of the 3 days in office per week.
RESPONSIBILITIES
• Provide a first-line response and be the point of contact for all customer queries.
• Own and drive resolution through our Voice (Phone)' Email' and Chat channels with internal and external customers.
• Primarily responsible for covering all channels for your main assigned market' and supporting other markets when required.
• Respond to all inbound contacts adhering to set targets (daily' weekly' and monthly).
• Review and analyze contact drivers to fully understand our customer needs.
• Achieve top-quality Customer Satisfaction/Quality scores.
• Update all system notes at the end of the customer interaction ensuring they meet the customer service centre's required standards.
• Adhere to our complaint management processes and adopt a proactive approach to problem-solving to prevent escalations.
• Continuously review our FAQs and provide feedback to ensure accuracy when necessary.
• Provide translations and feedback to improve our standard responses.
• Demonstrate 'Role Model' behaviors by engaging and supporting your colleagues to create a respectful and positive working environment.
• Adopt a professional and friendly manner in all interactions with internal and external customers.
• Ensure compliance with all applicable regulations.
This will include but is not limited to all GDPR guidelines.
• Provide support &, assistance to your Line Manager with additional requested tasks.
LANGUAGE CAPABILITY
• Must have strong written communication skills in English and Italian to understand and respond to customer issues
• For a Bi-lingual role' C1 English level and C2 level in the native/additional language minimum required.
SKILLS AND ABILITIES
• Computer literate in all Microsoft packages (Outlook' Excel' PowerPoint)
• Organised' with a high sense of priority
• Comfortable working in a fast-paced environment
• Good levels of numeracy' accuracy' and attention to detail
• Strong work ethic' can work independently' and enjoys working as part of a team
• Passionate for our brand and customer service
• Excellent interpersonal skills and the ability to build #LI-HYBRID #LI-POST
• Monday to Sunday: Shift Duration: 7.5 hours per day 37.5 hours per week.
Operating hours: 07:00
• 20:00* * Please note the above hours reflect start and end times' shifts will be scheduled within these times
• Hours are subject to change depending on business needs/seasonality and by markets.
• Anything outside of these hours will be communicated and confirmed in advance.
LOCATION: Central London' Regent Street Office &, some work from home
• Hybrid Working with a minimum of 3 days per week in the office and 2 days working from home* .
• Please note the above office and working from home schedule are subject to change depending on business needs/seasonality and market requirements.
• Any training is to be attended on-site (Office) when scheduled' this is not considered as part of the 3 days in office per week.
RESPONSIBILITIES
• Provide a first-line response and be the point of contact for all customer queries.
• Own and drive resolution through our Voice (Phone)' Email' and Chat channels with internal and external customers.
• Primarily responsible for covering all channels for your main assigned market' and supporting other markets when required.
• Respond to all inbound contacts adhering to set targets (daily' weekly' and monthly).
• Review and analyze contact drivers to fully understand our customer needs.
• Achieve top-quality Customer Satisfaction/Quality scores.
• Update all system notes at the end of the customer interaction ensuring they meet the customer service centre's required standards.
• Adhere to our complaint management processes and adopt a proactive approach to problem-solving to prevent escalations.
• Continuously review our FAQs and provide feedback to ensure accuracy when necessary.
• Provide translations and feedback to improve our standard responses.
• Demonstrate 'Role Model' behaviors by engaging and supporting your colleagues to create a respectful and positive working environment.
• Adopt a professional and friendly manner in all interactions with internal and external customers.
• Ensure compliance with all applicable regulations.
This will include but is not limited to all GDPR guidelines.
• Provide support &, assistance to your Line Manager with additional requested tasks.
LANGUAGE CAPABILITY
• Must have strong written communication skills in English and Italian to understand and respond to customer issues
• For a Bi-lingual role' C1 English level and C2 level in the native/additional language minimum required.
SKILLS AND ABILITIES
• Computer literate in all Microsoft packages (Outlook' Excel' PowerPoint)
• Organised' with a high sense of priority
• Comfortable working in a fast-paced environment
• Good levels of numeracy' accuracy' and attention to detail
• Strong work ethic' can work independently' and enjoys working as part of a team
• Passionate for our brand and customer service
• Excellent interpersonal skills and the ability to build #LI-HYBRID #LI-POST
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