CAREERS / head office / CONSUMER CARE TEAM LEADER

CONSUMER CARE TEAM LEADER

Vicenza, Italy

The Consumer Care team leader will be part of the digital team and will responsible for managing, monitoring and improving final customer satisfaction across direct channels at every step of the journey. He/She understands the brand messaging and goals and has a clear mindset about customer satisfaction and resolution.

Reports to: Digital operations manager

Key Responsibilities:

  • Responsible of internal and external consumer care team, leading performance and KPIs analysis enabling them to proactively deliver on-going customer service excellence
  • Coordinate requests management and assignment to the team ensuring that consumers’ inquiries are being responded to in an appropriate and timely manner based SLAs
  • Supports the team on a daily basis through all communication channels as well as in peak periods
  • Manages requests for customized products (Dainese Custom Works), handle requests internally with other departments and assist customers during the purchase process
  • Manage requests related to service and reparation
  • Manages after sales cases related to quality and warranty
  • Maintains customer satisfaction by providing problems-solving resources to the team
  • Improves customer service quality results by analyzing and communicating service metrics
  • Enforces, reviews and evolve company policies and procedures internally at global level
  • Monitors NPS and online brand reputation, investigate negative reviews and provide resolution
  • Manages workflows between internal and external resources/departments
  • Coordinate and assist with brand and product trainings for consumer care team
  • Determines service requirements by maintaining contact with final customers and providing recommendations to the management team
  • Research customer issues associated with billing, shipping, returning products utilizing internal tools and resources to identify solutions
  • Help auditing and troubleshooting product issues, providing escalations to ecom merchandising team as necessary
  • Manages and coordinate direct and indirect resources.

Qualifications, skills and competencies:

  • +5 years experience in a similar role
  • Strong problem-solving and critical thinking skills
  • High attention to customer needs and satisfaction
  • eCommerce and service platforms know how. Salesforce clouds knowledge will be a plus
  • Payment Provider Platforms and checkout solutions (Adyen, Paypal...)
  • ERP Systems know how
  • Advanced knowledge of Microsoft Office products, above all Excel and Powerpoint
  • Fluent in English. Preferably multi language speaker
  • Self motivated, flexible, and able to handle large volumes of work independently
  • Positive forward-looking mindset and team spirit,

Special benefits:

  • Flexibility of working time
  • Smart working
  • Company canteen
  • Exclusive discounts for employees
  • …and much more… Apply now to discover more about being a Dainese employee!