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- Tasks: Manage customer escalations and improve service quality while collaborating with various teams.
- Company: Global company based in London, focused on enhancing customer experience.
- Benefits: Competitive daily rate, dynamic work environment, and opportunity for professional growth.
- Why this job: Join a vibrant team and make a real difference in customer satisfaction.
- Qualifications: Fluent in English and Italian, with experience in customer support or sales.
- Other info: Ideal for those seeking a challenge in e-commerce or logistics.
The predicted salary is between 24000 - 30000 £ per year.
In this role you will be responsible for managing the quality assurance of our customer service responses, submitting audits on defective cases, and identifying improvement opportunities in existing SOPs (standardised operating procedures), with the objective of improving the customer experience. You will manage a customer support escalation queue and partner with internal stakeholders to resolve shipper escalations, whilst working to KPIs that directly measure customer experience.
Key Responsibilities:
- Work as a customer support escalation subject matter expert (SME), managing shipper escalations and resolving them within service level agreements.
- Coordinate and own shipper (customer) outbound communications for the small non-account managed shipper cohort.
- Proactively identify process gaps in existing customer services SOPs to drive process improvement initiatives.
- Conduct weekly audits on customer support cases to ensure quality assurance.
- Work cross-functionally with multiple stakeholders to drive change and influence stakeholders.
- Use qualitative and quantitative data to analyse customer support performance and build solutions for improvement.
- Partner with commercial to manage the Premium Launch Experience mechanism for enterprise shippers.
Qualifications:
- Proven ability to work with cross-functional teams to drive growth and process improvement.
- Fluent in English and Italian.
- Experience in client-facing roles, ideally in a sales or support function.
- Ability to work collaboratively with marketing/commercial teams to manage outbound communications.
- Strong attention to detail, proofreading, and problem-solving skills.
- Previous experience in e-commerce or logistics.
- Proficient use of MS Office Suite and project management tools such as Asana preferred.
- Knowledge of Excel at an intermediate level.
If you have the relevant experience and are looking for a challenge with a global company and can commit to a contract, then please apply!
Italian Speaking Customer Escalation Specialist in London employer: MarkJames Search
Contact Detail:
MarkJames Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Italian Speaking Customer Escalation Specialist in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the hunt for an Italian Speaking Customer Escalation Specialist role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service and escalation management. Think about how you can showcase your experience with cross-functional teams and process improvements. We want you to shine!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and career goals. Check out our website for the latest openings and make sure to tailor your approach to each company’s culture and mission.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. It’s also a great chance to reiterate why you’re the perfect fit for the Italian Speaking Customer Escalation Specialist position.
We think you need these skills to ace Italian Speaking Customer Escalation Specialist in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of Italian Speaking Customer Escalation Specialist. Highlight your experience in customer service, especially any roles where you've managed escalations or worked with cross-functional teams. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention your fluency in Italian and English, and share specific examples of how you've improved customer experiences in previous roles. We love a good story!
Showcase Your Problem-Solving Skills: In your application, don't forget to highlight your problem-solving abilities. Share instances where you've identified process gaps or implemented improvements in customer service. We’re all about driving change and enhancing the customer experience, so show us how you can contribute!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy and ensures your application goes directly to us. Plus, you’ll find all the details you need about the role right there!
How to prepare for a job interview at MarkJames Search
✨Know Your Stuff
Make sure you brush up on your knowledge of customer service processes and quality assurance. Familiarise yourself with common issues in customer escalations and think about how you would handle them. This will show that you're not just a candidate, but a potential subject matter expert.
✨Speak the Language
Since this role requires fluency in both English and Italian, practice your language skills before the interview. Be ready to demonstrate your ability to communicate effectively in both languages, especially when discussing customer scenarios or resolving issues.
✨Showcase Your Data Skills
Prepare to discuss your experience with data analysis, particularly in relation to customer support performance. Bring examples of how you've used qualitative and quantitative data to drive improvements in previous roles. This will highlight your analytical skills and your ability to influence change.
✨Be a Team Player
This role involves working cross-functionally, so be ready to talk about your experience collaborating with different teams. Share specific examples of how you've partnered with marketing, operations, or other departments to achieve common goals. This will demonstrate your ability to work well in a complex environment.
