Customer Service Specialist in Florence (Italy)

Where: Florence (Italy)

Extent of Work: Full Time, Fixed Term

Click here to apply in English


Who will be responsible for managing end to end customer enquiries & cases via phone, e-mail, chat delivering a luxury omni-channel service.

Key Accountabilities

– Complete management (enter, update, cancellation, look up, return, exchange) of any ecommerce orders supporting customers in any step of the journey.
-Management and orchestration of complex customer cases (such as complaints) involving multiple internal departments covering all the possible topics trying to avoid direct customer escalation to top management
-Provide precise and accurate information regarding products of all categories and collections with the final aim of converting calls/e-mails/chats into final sales on the online or offline channels (including cross selling)
-Complete management of all After Sales customer cases (online, offline, wholesale)
-Tight interaction with stores for what concerns the calls taken on their behalf
-Reporting & Analysis

Job requirements:

-University degree in Psychology, Communication, Foreign Languages, Fashion, or related field
-Previous experience in the relationship with customers: es. customer care, sales assistant in the fashion & luxury industry, reception in luxury hotels.
-Excellent knowledge of Arabic and English.Knowledge of another foreign language is appreciated (in particular Italian, German, Spanish or Swedish).
-Excellent interpersonal and communication skills, focus on the customer satisfaction, proactivity, flexibility and problem solving complete the profile.


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