Customer Care - Internship

Descrizione dell'azienda

Max Mara Fashion Group è riconosciuta in tutto il mondo come il precursore del pret-à-porter moderno.

Prima azienda di confezione italiana, nata nel 1951, con l’intento di proporre abbigliamento femminile “haute de gamme” prodotto secondo processi industriali d’eccellenza.

Passione, impegno e tradizione hanno creato uno stile di moda unico:

• 9 brands

• 60+ collezioni per stagione

• 14.000.000+ capi venduti all'anno

• 105 Paesi nel mondo

• 2.500+ negozi monomarca

• 10.000+ negozi multimarca

• 27 lingue parlate

• 5.500+ collaboratori nel Mondo

Il nostro assetto organizzativo si basa su 44 Dipartimenti tra cui Fashion Design, Marketing & Sales, Operations, Retail, ICT, Architecture Design, Economics, BI, etc.

Nel 2013 è nata la Digital Division, con l’obiettivo di integrare gli asset digitali dell’azienda, nonché le soluzioni e i servizi relativi all’e-commerce e al marketing digitale

Lavorare nel nostro Gruppo significa passione, superare nuove sfide, imparare gli uni dagli altri, condividere una visione, lavorare in Team… scopri il tuo potenziale con noi e tutto questo può diventare realtà!

#YouAreWelcome #JoinUS

Descrizione del lavoro

The customer Care Specialist is responsible for providing assistance to the consumer during the online purchase process of the Group's products. Their responsibilities are: 1) Acting as a point of contact for any need that may arise during and after the purchase, online and offline. 2) Providing an effective and efficient assistance service, which can be distinguished by the attention and care that is given to the consumer.

Qualifiche

1.01 Manages support requests (technical, procedural, product) received by telephone or via various tools
1.02 Manages complaints and grievances, working to contain the consumer's frustration and safeguard the brand image
1.03 Understands and identifies the nature of the problem and provides response according to policy or forwards to 2nd level internal contacts
1.04 Tracks requests for support and interventions in the system, monitors the progress and supervises prompt resolution
1.05 Develops in-depth knowledge of the collection/product/any promotional activities and assists the consumer during the online purchase
1.06 Supports as a second level activity compared to the management of outsourced customer service suppliers for markets other than the Italian ones
1.07 Promotes the development of role learning through proactive, team and digital, aimed at innovation and improving the effectiveness/efficiency of its Responsibilities
1.08 Promotes, adopts and develops the use of digital technologies within its function in relation to both process management and relations with internal and external interlocutors external parties involved in the business
1.09 Adopts significant behaviors and promotes operational/cultural actions for Sustainable Development, understood as the interconnection of practices oriented towards the Care of the Environment, Business Processes and Organizational Community