Customer Care Representative - English speaker

About us:

Safilo is among the most important players in the eyewear market for design, production and distribution of sunglasses, prescription frames, sports glasses, helmets and goggles.

Among our brands we boast of some historical/timeless brands such as Polaroid and Carrera and other cutting-edge brands such as BOSS, Hugo, Carolina Herrera, Tommy Hilfiger, Fossil, Kate Spade, Marc Jacobs, Pierre Cardin, Moschino, Levi’s, Missoni.

We believe in the centrality of people, the importance of innovation and sustainability, which are not just nice words, but become an inclusive path where we are all involved. And the ability to create value through this is our goal.

Who are we looking for:

We are currently seeking for a Customer Care Representative to join our dynamic team, based at our Padua Headquarters. The role will report to the Customer Care Team Coordinator.

As Customer Care Representative, you will be responsible for:

• Manage first-level Customer requests via Phone, Email, and WhatsApp, acting as the first point of contact and ensuring service levels and KPIs are met.

• Handle and resolve Customer complaints, identify and escalate priority issues, and provide Customers with all necessary product and service information.

• Act as the voice of the Customer within the company by sharing feedback, reporting issues, and proactively managing complaints to find effective solutions.

• Perform back-office activities, including customer master data management and support to the sales representatives using SAP.

• Use the CRM system and other digital tools to support daily Customer interactions.

You are the person we are looking for if:

• You are fluent in/native-level English (mandatory) – Dutch is a plus;

• You have experience in a B2B Customer Service environment;

• You have a good knowledge of Microsoft Office 365, particularly Excel;

• You have a strong customer orientation and excellent communication skills;

• You have a problem-solving mindset with a strong focus on results;

• You are a collaborative, reliable team player;

• You have experience with SAP and/or Salesforce, which is considered a plus.

What we offer

• A working environment based on a solid corporate culture, where you can confront yourself with many professionals and enrich your skills;

• A Smart work mode that allows you to live your best work-life balance (3 to 4 days a week/free location);

• National Collective Labour Agreement and Job Classification: Occhialeria – Impiegati;

• Salary: starting from 26.000,00€. The salary and job classification level will be determined based on objective criteria, regardless of gender, such as experience, skills, and seniority;

• Variable compensation: not provided;

• Company canteen, smart working, performance bonus, health insurance as per collective agreement.