Senior Customer Care Associate with Italian-Remote

Respond to customer queries through email, chat, or social media platforms. Provide accurate, concise, and prompt responses to customer inquiries.
Handle order tracking, cancellations, refunds, and product/service-related issues.
2. Issue Resolution Understand customer concerns and provide first-contact resolution whenever possible.
Escalate complex or unresolved issues to the appropriate team or supervisor.
3. Documentation Maintain detailed records of customer interactions using CRM tools (e.g., Zendesk, Freshdesk, Salesforce).
Log tickets accurately with relevant information and follow-up actions.
4. Process Adherence Follow SOPs (Standard Operating Procedures) and quality guidelines set by the company.
Ensure compliance with company policies, data privacy, and customer service standards.
5. Performance & Quality Meet or exceed individual performance metrics like TAT (Turnaround Time), CSAT (Customer Satisfaction), and FCR (First Contact Resolution). Participate in quality audits and feedback sessions for continuous improvement.
6. Collaboration & Learning Work collaboratively with other team members and departments (like tech or logistics) to resolve customer issues.