Il Gruppo TOD'S rappresenta un’eccellenza del Made in Italy. Ha radici che affondano nella tradizione dell’artigianato italiano e un patrimonio di valori che ne caratterizza la visione: la passione artigianale, la qualità assoluta e lo stile senza tempo.

We are seeking a highly motivated and detail-oriented Client Excellence Online Specialist to join our Company. As a Client Excellence Specialist, 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 phone, email and live chat;
• Assist with order processing, including taking payments, verifying customer details, and entering orders accurately into the system;
• Collaborate with the shipping department to ensure timely and accurate delivery of customer orders;

• Investigate and resolve customer complaints and issues, providing prompt and effective solutions;
• Provide accurate and detailed information regarding products, services, and company policies;

• 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;
• Actively provide product recommendations and guidance to customers, based on their preferences and needs.

Technical Requirements

• Excellent verbal and written communication skills in different languages;
• Proficiency (level C1) in German and English; level B2 of Italian or French is considered a plus;
• Minimum 1 year of customer service experience preferably in the luxury goods; 
• Proficient in using customer service software and CRM system;
• 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 Group 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.