Executive Customer Compliance Language Expert- Italian

About viagogo viagogo is the leading global marketplace for music, sports, and entertainment tickets. We have finalized a deal to acquire StubHub and look forward to continuing our market leadership.   Despite our rapid growth while revolutionizing a 100-billion-dollar industry, we maintain our start-up ethos and data-driven, collaborative culture. We believe that small, cross-functional teams can achieve extraordinary results. Fans from nearly every country in the world can find millions of tickets to their favourite events in the language, currency, and with the device of their choice.   We provide the widest possible choice of tickets to events around the world and help ticket sellers reach a global audience. viagogo has partnered with many of the world’s leading brands in sports and entertainment while helping fans access unforgettable experiences. 
Overview of the role
The ECC Team work with highly escalated or sensitive cases where all guidelines and options have been exhausted (CF Team, Escalated to PS, Escalated to TL, etc.). The team also monitors and communicates with customers via social media and consumer platforms and work with various departments to help resolve cases when needed, especially with the CS Legal team.
We are interested in someone who thrives as part of a team in a problem-solving/investigative and a high-pressure environment. You will learn the important aspects of the day-to-day work within the ECC team and the departments we liaise with. This role offers a unique opportunity to take on a challenging position where you will be part of a team, who deal with highly escalated cases daily, and is a rewarding position with progression opportunities.

As an ECC Language Expert at viagogo/Stubhub, you will be responsible for:

• Maintaining a high service level via all means of communication
• Policy and process compliant
• Providing a strong customer experience - giving quick, accurate and friendly service
• Ability to identify and resolve issues maintaining a clear and open communication channel with your team lead and reaching out swiftly if team lead assistance is required to help you resolve any obstacle
• Taking ownership of the cases, you receive and following them until they have been completed, liaising with your team lead for assistance when needed 

We would like to see someone who has:

• Social media knowledge  
• Problem Solving - Capability of understanding complex scenarios, making decisions and suggesting appropriate answers/solutions according to available resources 
• Ownership - Hungry to take on responsibility, exceling at following up and providing updates proactively 
• Team Work - Adaptable, flexible, approachable, and collaborative towards team goals and interests 
• Resilience - Capability to handle stressful situations while dealing with customers in escalated scenarios 
• Communication - Superior written and oral communication skills, ability to absorb a large amount of information and condense into key points
• People Skills - Excellent interpersonal skills, being capable of empathizing, communicating and resolving conflicts in an assertive way 
• Attention to Details and Investigation Skills – Ability to look at the bigger picture, identify patterns and flaws, digging to find the root cause of the problem 
• Time Management - Organized and reliable, being capable of prioritizing, working well under pressure to meet tight deadlines 
• Positive Attitude - A sense of humour and positive “make-it-work” attitude 
• Fluency in English and Italian

Working hours

• 1 – 2 years of professional experience
• You will be working 40 hours per week
• Must be flexible with working hours, willing to work during weekends

What we offer

• Competitive starting salary of €30,000
• Health package
• Relocation Package
• Continuous training & support
• Career progression
• Employee Engagement initiatives
• Work Abroad Scheme in North America, APAC, Africa, Europe
• Casual dress code
• Free parking

What we offerAt viagogo, we are proud of our multicultural and vibrant culture, innovative offices, and the newest technologies used. You can be a part of this exciting environment and show your talents. Once part of the team, you will have access to our wide benefits package: ·         Competitive starting salary·         Health package·         Continuous training & support·         Career progression·         Employee Engagement initiatives·         Casual dress code·         Free parking