The Opportunity
As a member of our Customer Service team, you will be responsible for providing exceptional service to our customers and retailers. You will handle customer inquiries, resolve issues efficiently, and ensure that every interaction reflects our commitment to excellence. Your role is vital in maintaining our reputation for outstanding service and customer satisfaction.
Responsibilities
- Respond promptly to customer inquiries via email and chat.
- Provide accurate, valid, and complete information using the right processes & tools.
- Handle/Follow-up customer queries, provide appropriate solutions and alternatives within the KPIs, and follow up to ensure resolution.
- Handle multiple customer inquiries and tasks simultaneously.
- Stay informed about the company’s products, services, policies, and procedures.
- Work closely with other customer service team members to ensure a consistent and high-quality customer experience.
- Collaborate with internal and external departments (e.g., logistics, carriers) to address customer issues.
- Participate proactively in team meetings, training sessions, and performance evaluations.
- Seek to improve personal performance by staying updated with industry trends and standard processes.
- Provide feedback /suggestions to improve services, processes and the customer experience.
- Participate in training and development programs to enhance skills and knowledge.
- Adhere to all company policies, procedures, and regulatory requirements.
- Follow security protocols to prevent data breaches and fraud.
- Ensure that all customer interactions are handled efficiently and professionally.
Requirements
- Degree level education or equivalent relevant experience.
- Excellent interpersonal and communication skills – Ensuring that every interaction with internal and external partners is managed to the highest levels of professionalism, exhibiting a consistently strong customer centric approach.
- Schedule Flexibility
- Native Italian and advanced English level, written and spoken, any other language is a plus.
- A high level of organization, time management, strong attention to detail and a good portion of out-of-the-box thinking are coveted skills.
- Positive can -do attitude. Open to constructive feedback and willing to share knowledge with colleagues to facilitate the ongoing development of the team and eSW.
- An empathetic, problem-solving attitude and being a great teammate are essential to effectively address customer queries, resolve issues promptly, and ensure a positive customer experience.
About ESW
Our purpose is simple: to create moments that matter between people and the brands they cherish. We enable brands to expand their global reach, facilitating simple and seamless ecommerce experiences for consumers worldwide. Through our integration solutions, we deliver a complete international checkout experience, including local duties, taxes, fulfilment, delivery management, and global returns and payment processing capabilities.
Guided by our values—Own It, Champion Simplicity, Win as One, and Debate then Commit—we strive to foster innovation, accountability, and teamwork, creating solutions that inspire trust and drive impactful results.
Why join us?
- Competitive salary and benefits: Your financial well being is important to us. Join ESW and experience the satisfaction of being rewarded for your hard work, dedication and commitment.
- Professional and personal development: Find your spark and leave your mark. We will ensure your talent is nurtured and cultivated for growth and success throughout your career with ESW.
- Hybrid Working: Our Hybrid Working Model empowers you to embrace the flexibility of hybrid working and enjoy the best of office and remote work.
- Diversity, Belonging & Inclusion: When we win, we win together. You'll be part of a culture that values every individual for who they are, fostering an environment where uniqueness is encouraged.
ESW is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at ESW are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.
If you require any reasonable accommodations or adjustments throughout the hiring process, please let us know. We are dedicated to ensuring equal access and opportunity for all candidates.
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