CONSUMER CARE SPECIALIST

The Consumer Care Specialist sits in the Digital Department and is responsible for providing high level service and assistance to our consumers globally for any topic related to ecommerce orders, returns, product information and advice, after sales and warranty, product customization, services and reparation or any other request received through our media channels (form, email, chat, phone). He/she is or will become an expert in our brands’ products, he/she will master the product knowledge, ranging from motorbike apparel, shoes, protections and helmets as well as snow and bike products. He/She understands the brand messaging and goals and has a clear mindset about customer satisfaction and resolution.

Main accountabilities:

Customer communication & support:

• Manage inbound and outbound emails, calls, chats, directly to/from final consumers
• Ensure that consumers’ inquiries are being responded to in an appropriate and timely manner based on company SLAs.
• Apply consultative one to one selling and product knowledge to all customer interactions to develop and build ongoing customer relationships and confidence.
• Act as brand champion for all our products (motorbike, ski and bike apparel, footwear and protections), advise clients for any technical questions before/during/after purchase.
• 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.

Connection with after sale service:

• Align with the after sales team on repair order forms, keep them monitored and being sure they are managed in a timely manner to serve the final consumers within agreed SLAs.
• Successfully meet the company quality standards with regard to completion of all orders.
• Support with training new employees on after sale service offerings, procedures and tools.

Operations administration:

• Support the team in identifying and resolving potential internal issues related to ecommerce logistic and accounting.
• Support with operational work of managing stock corrections in our ERP where needed to ensure a seamless customer experience.

Key skills and background

• 2+ years experience in a structured B2C customer service department.
• Experience or willing to know more about the motorbike industry.
• Multi-lingual native speaker or fluent in English and German or French. Italian, Spanish or other languages will be a plus.
• Strong communication skills, correct use of grammar, syntax, as well as of vocabulary and spelling.
• Usage of Salesforce Commerce Cloud, Adyen, any OMS tool would be a plus.
• Customer-oriented, service center approach.
• Collaborative, flexible, positive, eager to learn, ability to prioritize.

Special benefits:

• Flexibility of working time
• Smart working
• Company canteen
• Exclusive discounts for employees