Support and Live Operations Specialist (Categorie Protette)

at  Everli

We are looking for a Support & LIve Operations Specialist with a strong customer empathy mindset, team working attitude and great communication skills.
The candidate will join our Support and Live Operations team, focusing on the Italian market.
The team works on two separate areas: Live Operations - which includes Live Chat with Customers and Logistic Area - and Support Operations - which includes Offline Customers and Shoppers Support as well as Shoppers assistance in chat.
At the beginning of this path, you will be called to work mainly with Live Operations duties which include working with Customers Live Chat, Orders Assignations and daily Logistic troubleshooting. You will also participate to training sessions in order to improve your skills and also become able to work in the Support Area which includes a deeper understanding of Customer’s Needs with an offline dedicated assistance, a deeper knowledge of various tasks (like DPO knowledge, Anti Frauds flows and special project in collaboration with other departments).
This is a fixed term contract job opportunity with work shifts (“turni”) and remote work contract ("contratto di telelavoro"). It requires a full time availability (40 hours per week).

WHO WE ARE

Everli is Europe’s leading marketplace for online grocery shopping and one of its fastest growing scale-ups (part of the annual Financial Times ranking for four years in a row).
We are on a mission to deliver customers peace of mind with a trouble-free grocery experience they love and trust. We achieve our growth through a culture that is collaborative, transparent, data-driven and focused on our mission.
Our rapidly growing and diverse international team (20 nationalities and counting) has offices located in Italy (with headquarters in Milan & Verona).

NICE TO HAVE SKILLS

• Strong interpersonal skills and commercial inclination;
• Flexibility, problem-solving abilities, precision;
• Multi-tasking skills.
  Everli is proud to be an equal opportunity employer. We foster an inclusive and diverse workplace. No matter who you are, what you look like or how many years ago you started your career: you will always be welcome in our team. Just like in a grocery store, diversity is richness!
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• You will manage daily contacts with Customers and Shoppers providing them with efficient help in managing all phases of the order cycle. This is an omnichannel Support which include Chat, Email, Phone, Telegram and Social Networks;
• You will take care of logistics issues and Orders Assignation, cooperating when necessary with the Local Operation Team located in Italy;
• You will receive and process customer orders, inquiries or complaints as the first line of support, then escalating where necessary;
• You will maintain proper administration of order information in the relevant systems to ensure up to date information, simple tracking, early detection of potential issues and to enable forecasting;
• You will proactively execute cash collection in line with payment terms and process flows;
• You will report bugs related to our apps (iIf some features and options of our Customer app or internal tools do not work as intended, you will open a ticket with a detailed report of the bug, so that it can be investigated by our super Tech Department);
• You will be responsible for product recall;
• You will prevent and manage frauds. Using a dedicated Company’s tool, you will be able to identify fraud attempts and prevent any kind of loss (either money or products);
• You will answer technical questions and resolve technical difficulties for the customer, escalating where necessary;
• You will familiarize yourself with new products and services as they are introduced.