Lavoro Londra, Lavoro Inghilterra

Italian-speaking Customer Support Agent – London NW10.

04/11/2015

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Job Description

Our DNA/Who are Photobox GroupThis role is at the very heart of our business, and so are you!

Our customers are the most important thing to the PhotoBox Group – they’ll buy personalised photo products from you over the phone (photo books, wall art, personal memorabilia) asking for your advice and expertise when creating their special memory… you’ll deliver great customer service and sort out any minor ‘hiccups’ along the way.

You’ll help our customers create unforgettable memories & emotions that last a lifetime!

Are you ready!?

This is no mean feat, this role will be a great doorway to a fantastic career with PhotoBox if you’re passionate about delivering the best possible experience to your customers’ day in, day out.

Not only that, you’ll understand that you also represent our best interests too and sometimes don your ‘negotiating cap’ to manage your customers’ expectations in a positive manner whilst achieving the right commercial result for PhotoBox.

Responsibilities:

Customer Support
• Efficiently and effectively handle queries from customers on chat, email and phone
• Achieve individual targets and contribute fully to achieving departmental response time targets to queries
• Troubleshoot problems and provide technical assistance in order to answer customer enquiries
• Liaise with other areas of the company as well as any relevant third parties through appropriate channels
• Identify and assist to resolve issues arising from customer contact
• Provide multi language support e.g Italian/English as required

Operational
• Maintain full working knowledge of all functions within department
• Achieve daily targets
• If required, provide support to other teams
Process
• Adhere to all relevant HR processes, involving sickness, holidays and absence
• Support changes to Company policy
• Recommend changes to all systems (internal and external processes, computer systems etc) to improve/ enhance operational performance

Other Duties
• Assist in providing initial training to new customer support agents as and when required
• Actively participate in weekly team meetings and business update briefs
• Help Customer Support Supervisor and Team Leader to evaluate root causes of issues and strive to alleviate such issues from occurring
• Actively exhibit and develop professionalism at all times and respect confidentiality where required by the business and others

What you will bring – essential skills and experience:

Essential
• Fluent Italian spoken and written language skills
• Strong / fluent English spoken and written language skills
• Complete understand of the Italian market, customer base and able to build solid rapport with this customer group
• Amazing customer service skills / experience!
• Flexible to the changing demands of a ecommerce environment
• Fast learner, with the ability to get up to speed with product & systems processes quickly
• Reliable with excellent time management
• Have a ‘Can Do’ attitude

Desirable
• Experience of working in a fast moving contact centre.
• Experience of dealing with online queries via email, phone or live chat
• Photographic skills or knowledge of photography

Personal attributes
• Passionate about customer service – you love providing exceptional service to your customers!
• Sets high standards – for self
• Work well within a fast paced team environment
• Good computer literacy and keyboard skills
• Excellent communicator, with exemplary written and spoken English
• Good grasp of internet technologies
• The ability to work quickly and accurately

The above is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by the business objectives of the organisation.

If you are interested in this position, please send your application at this link.

For assistance on arrival in English, Italian, French and Spanish please contact our colleagues at EazyCity www.eazycity.com

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