Customer Care Manager for Italy (all genders)

More than 20 years ago, Zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.

We're on a mission to create joy for pets and their parents, driven by our core values of Care, Courage, Openness, and Simplicity. At the heart of everything we do, they inspire us to grow, raise the bar for our customers and fuel a pet-first business.

As our Customer Care Manager for Italy, you are the direct link between customers and Zooplus. Your mission is to support customers in the best possible way and ensure the highest possible customer satisfaction.

Responsibilities:

• Monitors performance of customer service team (30 – 50 agents) on the market level based on the KPIs agreed: CSAT, AHT, ACW, FCR etc. Drives performance improvement where relevant.
• Handles sensitive customer complaints.
• Manages customer review pages and other external platforms relevant to the market in the market language (Trustpilot, etc.).
• Monitors and provides insights regarding market specific customer service trends and best practices.
• Subject matter experts in customer journey on the market level (for example, specific/ preferred contact channels, payment methods, communication style preferences, etc.)
• In charge of customer service initiatives implementation on the market level.
• Delivers relevant input in other disciplines (e.g. Direct Marketing, Delivery teams etc.) in order to minimize incoming customer queries and to stimulate continuous improvement.

• Experience in managing customer service teams
• Experience with e-commerce environment.
• Proficient level in English Language and Italian language.
• Very good communication skills and strong sense of empathy.
• Ability to weight customer needs and demands towards business value.
• Strong analytical skills.
• Open to change and easily navigating within the changing business requirements.
• Can do attitude.

Additional Information:
With more than 1,000 passionate professionals located across 6 European offices, we believe our success comes from working together and leveraging our international strengths. Expect a hybrid work setup: 60% in-office, 40% remote, collaborating with colleagues across locations.

Our benefits:
🐾 20% discount in our zooplus shop
📖 Internal and external training
🎈 Team events
#LI-Hybrid
✈️ Two extra vacation days and days off on 24th and 31st of December
🩺 Private medical care and life insurance
🍽️ Multicafeteria system including Multisport card

Want to know more? Learn more about zooplus here, and check out our LinkedIn, Instagram, TikTok and YouTube to get a glimpse into the zooplus culture.

zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.