Senior Customer Support Executive, Italian, French Speaking

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🔥 26 minutes ago

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Nivoda

WebsiteLinkedInAll Job Openings

201 - 500 employees

🛒 Retail

🛍️ eCommerce

🏪 Marketplace

💰 $30M Series B on 2024-05

Retail • eCommerce • Marketplace

Nivoda is an innovative company that offers the world's largest collection of natural diamonds, lab-grown diamonds, and gemstones. They provide retail solutions that make purchasing diamonds as easy as online shopping, offering express delivery and flexible credit terms, with quality control and logistics managed. Nivoda supports retailers with tools to showcase a wide variety of stones, reducing inventory risk while allowing businesses to remain competitive and maintain high margins. Their offerings include in-store and online solutions, such as virtual showrooms and diamond feeds, enabling retailers to instantly expand their product offerings.

📋 Description

• Resolve customer issues and ensure swift response times, prioritising customer satisfaction • Adapt to a fast-paced scale-up environment and keep up with new product releases • Track team KPIs including resolution time and response time • Set personal and team KPIs to drive growth • Collaborate with other business teams to address root causes of customer issues • Answer customer inquiries via live chat, WhatsApp, and email • Handle day-to-day client issues related to logistics, orders, and website bugs • Serve as the voice of the customer internally • Onboard and train new joiners • Coach colleagues and handle challenging case escalations • Support day-to-day operations • Work closely with teams across the business

🎯 Requirements

• Minimum 5+ years of experience in online customer support, live chat, and calls • 100% ownership and customer-first mindset • Organisation and ability to multitask across different platforms • Proactivity and forward thinking • Assertive nature and ability to be the voice of the customer internally • Excellent cross-functional collaboration skills • Native or full professional proficiency in English, Italian, and French • Zendesk experience is highly desirable • Fluency in Spanish is highly desirable • Availability to work Monday–Friday, 8am–5pm CET

🏖️ Benefits

• Remote work • Unlimited holiday allowance • Plenty of opportunities for growth and learning • Dynamic working environment in a rapidly growing company • Pleasant, low-hierarchy work environment • Intellectually challenging work • Chance to join and contribute to a company during its exponential expansion phase • Vibrant company culture