Customer Service E-Commerce (Maternity Cover)

We are currently seeking a motivated person, with experience in the fashion industry to join our Digital Business team in Mendrisio from January 2026 for a maternity replacement.As a Customer Care Specialist in our e-commerce division, you will play a crucial role in ensuring customer satisfaction and loyalty. You will be the first point of contact for our customers and will assist them with their inquiries, orders, and concerns.Key Responsibilities:Handle incoming customer inquiries via email and chat promptly and professionally;Assist customers with – but not limited to - product information, order placement, order tracking and return;Resolve customer issues and complaints effectively and efficiently, aiming for first-contact resolution;Provide accurate and clear information regarding products, pricing, promotions, collections and brand initiatives;Collaborate with other teams, such as logistics and sales, to resolve customer issues and ensure timely order fulfillment;Maintain detailed and accurate records of customer interactions and transactions;Identify trends in customer inquiries and feedback to suggest improvements to processes and products;Monitor and maintain customer satisfaction levels through surveys, feedback analysis, and follow-up communication;Stay updated on product knowledge, policies, and industry trends to provide informed assistance to customers;Continuously strive to exceed customer expectations and promote brand loyalty. Qualifications:Previous experience in customer service or a related field, preferably in an e-commerce and fashion environment;Strong communication skills, both written and verbal.Fluent in English and French;Proficiency in using customer service software and CRM systems – Knowledge of SalesForce Service Cloud and SalesForce Order Management is considered a plus;Excellent problem-solving abilities and a customer-centric approach;Positive attitude, patience, and empathy when dealing with customers;Ability to work independently and as part of a team;Ability to interact with business functions;Attention to detail and accuracy in data entry;Fluency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc).