Key Responsibilities:
Reporting to the Customer Care Manager, you will:
1.Mapping of training needs on all areas and resources belonging to Net-A-Porter Customer Care in terms of technical, operational and soft skills (eg empathy, communication skills, issue management, problem solving etc.);
2.Delivered in a variety of styles: classroom based programs, bite-sized training workshops, practical and live coaching, written training materials, role plays
3.Definition and drafting of training plans based on the projects that involve the reference area, ordinary updating and information activities. Monitoring of compliance with the plans defined within the time established for individual projects;
4.Drafting and elaboration of the training materials and contents necessary for the delivery of the training plans assigned by the Customer Care Manager;
5.Planning and delivery of trainings in accordance with projects assigned by their manager;
6.Training support and continuous information to internal and external staff based on the objectives and priorities defined by the Customer Care Manager;
7.Sharing with the Manager possible optimization of the processes deriving from the reports and surveys;
8.Management of assigned Quality Assurance activities (both quantitative and qualitative), to measure the quality delivered, the quality perceived by customers and the increase in service levels offered on all contact channels
9.Management of Customer Solution activities identified through follow-up carried out on unsatisfied customers and in agreement with the Escalation & Support Team

Skills And Experience：
1. Passion for Training, Coaching and Caring activities within the Customer Care area;
2. Ability to work well in a team;
3. Ability to learn complex procedures and being proactive in proposing innovations and improvements;
4. Open mind and attitude to change
5. Analytic approach
6. Excellent verbal and written communication skills in English
7. Knowledge of the MS Office applications; proficiency with Excel will be considered a plus

上班地址：恒隆广场二座