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Customer Care Specialist - English fluent


Our global Operations team make it possible for us to offer worldwide shipping to more than 180 countries, including same-day delivery to New York, London and Milan, while providing a seamless shopping experience across mobile, tablet and desktop, with easy returns. We have 9 distributions centres and 11 Customer Care centres who work with in 11 different languages and are available 24/7, 365 days a year. Operations are now seeking a talented Customer Care Specialist to join the Customer Care Escalation team.

The candidate will be part of the European Customer Care Escalation team, a dynamic team with a direct impact on customers satisfaction and high-level requests management. The candidate will be responsible for the following activities:

•Managing of customers’ requests escalated by our 1^ level Contact centres, for all web sites poweredby YNAP Group (YOOX and Online Flagship Stores);
•Managing back office activities (returns acceptance, refunds tool, Customer care request tool for internal employees, Customer care tool orders Alerts, Payment acquirers back office activities);
•Customer care escalation team work organization (“weekly point of contact”);
•Being a point of reference, as escalation team member, to Third party contact centers (i.e. Brands withIn-house customer care and Tailor made customer care);
•Collaboration with Training& Quality team, to highlight major malpractices performed by 1st level contact centres and to enhance the quality of the service provided to our customers;
•Interacting with all YNAP Group internal structures affecting Customers’ final experiences and needs;
•Managing contacts for MarketPlace orders and liaising with sellers and/or internal stakeholders.

YOOX NET-A-PORTER GROUP is the world’s leading online luxury fashion retailer. The Group is a Global company with Anglo-Italian roots, the result of a game-changing merger, which in October 2015, brought together YOOX GROUP and THE NET -A-PORTER GROUP; the two companies had revolutionized the luxury fashion industry since their birth in 2000.

YOOX NET-A-PORTER GROUP is a unique business with an unrivalled offering including multi-brand in-season online stores NET-A-PORTERand MR PORTER, and multi-brand off-season online stores YOOX and THE OUTNET, as well as numerous ONLINE FLAGSHIP STORES, all “Powered by YNAP”. Through a joint venture established in 2012, YOOX NET -A-PORTER GROUP has partnered with Kering to manage theONLINE FLAGSHIP STORES of several of the French group's luxury brands.

In 2016, YOOX NET-A-PORTER GROUP joined forces with Symphony, an entity controlled by Mohamed Alabbar’s family, to establish a ground-breaking joint venture to create the Middle East’s undisputed leader for online luxury retail.

Uniquely positioned in the high growth online luxury sector, YOOX NET-A-PORTER GROUP has an unrivalled client base of more than 2.9 million high-spending customers, 29 million monthly unique visitors worldwide and combined 2016 net revenues of €1.9 billion. The Group has offices and operations in the United States, Europe, Japan, China and Hong Kong and delivers to more than 180 countries around the world. YOOX NET-A-PORTER GROUP is listed on the Milan Stock Exchange as YNAP.

For further information: | Linkedin: YOOX NET-A-PORTER GROUP | Twitter: @YNAP