We are seeking a highly motivated and detail-oriented Client Excellence Specialist Online to join our Company.

As a Client Excellence Specialist Online, you will have the opportunity to be part of a dynamic and multicultural team dedicated to delivering exceptional customer experiences and actively enhancing our Brands image. From assisting with inquiries to handling returns and exchanges, you will play a crucial role in ensuring our customers are satisfied with their purchases and receive the highest level of service.

 

Responsibilities

  • Support the customer service team in handling online customer inquiries via different channels (phone, email, whatsapp, live chat..);
  • Actively provide product recommendations and guidance to customers, based on their preferences and needs;
  • Assist with online order processing, including taking payments, verifying customer details, and entering orders accurately into the system;
  • Investigate and resolve customer complaints and issues, providing prompt and effective solutions;
  • Provide accurate and detailed information regarding products, services, and company policies;
  • Collaborate with the shipping department to ensure timely and accurate delivery of customer orders;
  • Maintain customer records in an organized manner, updating contact details and order information as necessary;
  • Process returns and exchanges, ensuring all necessary paperwork and procedures are followed.

 

Technical Requirements

  • Excellent verbal and written communication skills in different languages;
  • Proficiency in Italian and French (C1);
  • Proficiency in Microsoft Office suite, including Word, Excel, and Outlook.

 

Soft Skills Required

  • Strong attention to detail and ability to resolve customer complaints and conflicts with tact and diplomacy;
  • Ability to work efficiently and handle stressful situations in a fast-paced environment;
  • Strong organizational skills with the ability to handle multiple tasks simultaneously;
  • Exceptional interpersonal skills, with the ability to build rapport and maintain positive customer relationships;
  • Knowledge of luxury & fashion business is a plus.

 

 

TOD’S promotes the values of inclusion and full equality between persons at all stages of an employment relationship.

Therefore, in line with the principles of our Code of Ethics and the Policy for the Protection of Diversity, Equity and Inclusion, all qualified applicants will be considered, regardless of their gender, age, nationality, culture, religious belief and sexual orientation.