Client Excellence Intern

Tod’s Group represents an outstanding example of Made in Italy. It is rooted in the tradition of Italian craftsmanship and embodies a heritage of values that define its vision: artisanal passion, uncompromising quality, and timeless style.

We are seeking a highly motivated and detail-oriented Client Excellence Online Associate to join our Company. As a Client Excellence Associate, 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 Italian, English and German; knowledge of any additional language in 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.