We are looking for a well trained and highly skilled manager to coordinate all our Customer Care Operations. This is the perfect opportunity for the right candidate to play an instrumental part in the international growth of one of the world’s most innovative online travel startups. The role will be reporting directly to our Chief Operating Officer and will coordinate a growing team of 8+ people and outsourced services.

Responsibilities:

  • In charge of all Customer Care management and operations in different languages
  • Provide a first-class customer service experience for all customers
  • Implement, measure and continually improve customer success strategies and systems
  • Lead customer care specialists and representatives on a daily basis based on qualitative and quantitative KPIs
  • Supervise systems and communication with customers by phone, email, chat etc.
  • Coordinate post-sales ops relationships with all suppliers
  • Maximise conversion rates when dealing directly with customers
  • Liaise with internal teams (e.g. Supply, Tech and Product)
  • Evaluate and provide constant analysis on customers needs and requests, suggestions and pain points to improve customers experience
  • Responsible of business relations and performances with third party service providers
  • Overall coordination of any product on ground issues with customers
  • Create and check daily offline payment procedures
  • Support marketing initiatives with suppliers

Requirements:

  • Passionate about customer service, with previous experience in a customer-facing roles within digital B2C companies
  • Strong communication skills, both verbally and orally
  • Outstanding customer-centric attitude
  • Very positive and proactive mindset
  • Proven track record of identifying opportunities and creating solutions
  • Ability to work under high pressure in a dynamic environment and quickly address issues
  • Ability to understand, also by impersonating, what will appeal to customers and can drive sales
  • Great at building win-win relationships at all levels with a can-do mentality
  • 3+ years working experience in similar roles
  • Fluent in English and Italian; other languages a plus
  • Very passionate about travel
  • BA/MA degree or equivalent

Position based in: MILAN, Italy

Please submit your application including projects developed or references to jobs@musement.com with subject referring to HEADCC2018