Responsibilities ? Pre-sales customer support via phone, email, and live chat to guide the user in choosing the most suitable product and make the buying experience more effective. ? Post-sales customer support via phone, e-mail, and live chat to check the order status and any issues related to the order (contacting warehouse and couriers if necessary) or to the product. ? Management of B2C contacts in the various marketplace platforms, in compliance with K PI ; ? Processing product returns and replacements. ? Collection and management of any complaints and claims. ? Management reported problems and shared them with the various company departments ? Always operate according to Group culture, values, rules and procedures. Skills & qualifications ? Minimum 1-2 years experience gained in customer service activities. Preferably in FMCG, retail, or other customers ? Time management skills ? Good use of a PC. SAP/SALESFORCE knowledge is preferred ? Strong speaking and communication skills ? Ability to listen and empathize ? Problem -solving skills ? Education: GCSE in English and Mathematics required, further education desired. Mindset & interpersonal skills Capability in dealing with complexity in a multinational environment is needed Capability to promote team-working and collaboration among the different functions both at local and Group level is highly recommended An attitude to measure performances by KPIs is highly recommended An hands-on approach together with a high commitment in respecting working deadlines are highly appreciated A good understanding of main company processes is appreciated Business judgment and curiosity are required Good communication skills with all levels of the organization are required