Customer Care Agent (Italian Market) - Barcelona - 20h

At MiiN Cosmetics, we are pioneers in bringing the best of Korean beauty to Europe. Our passion for K-Beauty drives everything we do, from offering high-quality products to creating a unique and immersive shopping experience.

We're looking for a Customer Care Agent who is eager to learn, proactive, and interested in customer experience, digital tools, and innovation. You'll support the Customer Care team in ensuring every interaction with our community reflects the voice and values of our brand.

This part-time role is a great opportunity to gain hands-on experience in customer service, e-commerce operations, and AI-powered support tools.

You'll be the primary point of contact for our customers, managing inquiries, solving problems, and ensuring a seamless experience across all touchpoints. You'll handle a wide range of tasks, from day-to-day support to contributing to strategic improvements that enhance our service and strengthen our customer relationships.

Are you ready for a new challenge? Read on to learn more about the skills required for this role. If you think you're the perfect candidate, please apply! We can't wait to meet you!

Please note:

• This is a part-time position.
• Our Customer Care Specialist will be based in Barcelona.
• This is an office-based role (no possibility to do remote work).

What will be your responsibilities?

As our Customer Care Agent for the Italian Market, you will be the primary point of contact for our Italian-speaking customers, managing a wide range of tasks to ensure their satisfaction and support our operational efficiency. While your primary focus will be the Italian market, you may also provide support to customers in other regions as needed, making adaptability and a broader European mindset a valuable asset in this role.

Customer Communication & Support

• Serve as the primary point of contact for Italian-speaking customers, while also providing cross-regional support when business needs require it.
• Oversee customer reviews on platforms like Trustpilot and Google in Italian, actively working to boost ratings through improved customer satisfaction.
• Respond to customer inquiries in Italian via email, chat, and phone, ensuring a warm, friendly, and solution-oriented experience that resonates with Italian customers.
• Manage customer requests for returns and coordinate with the Warehouse and E-commerce Teams to resolve issues related to orders, missing products, and stock.

Chatbot

• Support the optimization of our website chatbot for the Italian market, helping update responses in Italian, identifying gaps in coverage, and improving the user experience for Italian-speaking visitors.
• Collaborate in reviewing recurring questions from Italian customers to improve automated responses.
• Gain exposure to how AI tools are used to enhance customer service efficiency.

Customer Insights & Strategy

• Analyze trends and feedback from Italian customers to identify opportunities for improvement in products, services, and processes relevant to the Italian market.
• Regularly report insights from Italian customer interactions to relevant departments to inform product development and marketing strategies tailored to Italy.
• Contribute to strategies that enhance the customer experience for the Italian market and support department projects to improve service quality.

Process Optimization & Collaboration

• Continuously review and optimize customer service workflows for Italian-speaking customers to enhance efficiency and reduce response times.
• Collaborate with Marketing, Product Development, and IT to integrate Italian customer feedback and ensure customer care efforts align with campaigns and promotions targeting the Italian market.
• Support the management and analysis of customer loyalty programs to enhance retention and satisfaction among Italian customers.