Customer Support Agent Italy

at  Pergolux

PERGOLUX is a rapidly growing e-commerce company in the Home & Garden sector that designs, manufactures and sells Pergolas. Founded in Norway, PERGOLUX is constantly looking for growth opportunities and is already available in more than 15 countries in Europe, Australia, North America and South America.
If you have a passion for outdoor living products and a desire to work in a dedicated environment with amazing colleagues - you’ve come to the right place!

• Customer First Support Line: Serve as the initial point of contact, delivering superior customer experience via phone, email, and (video) chat.
• Customer Support & Troubleshooting: Provide expert guidance on product-related topics (installation, usage, maintenance) and services (delivery, warranty) and handle complaints, offering appropriate solutions and follow-ups to ensure resolution.
• Coordination: Communicate with transport service providers to ensure seamless delivery processes.
• Order Processing: Manage orders, returns, and complaints efficiently in our e-commerce system.
• System Monitoring: Ensure smooth operations by regularly checking system processes and payment options to deliver a flawless online store experience.
• Reporting: Keep records of core performance metrics, including NPS, CSAT, and other customer KPIs, to drive improvement initiatives.
• Continuous Improvement: Proactively identify and implement process improvements for optimized service delivery and data maintenance.
• Community Management (Social Media): Engage with followers and respond to comments and message