Operations Specialist
For our headquarter in Milan, we are looking for an empathic, accurate and quality-oriented Operations Specialist to join our Local Operations Team.In this role, you will have full ownership of the back-office tasks related to Shoppers’ activation, executing a rich set of tasks with great accuracy (for instance, paperwork collection, contracts preparation and signing, profile setup etc). You will also support the retraining activitiesto improve our Shoppers' performance.
What you will do
At Everli, the Shoppers are entitled to pick up the products requested by our customers in their favourite stores and then deliver the groceries straight to their home. The Local Operations team is responsible for the recruiting, onboarding, support and training activities for our Shoppers. As Operations Specialist, you will focus on a specific selection of Italian cities, managed by the related Squad, and support all the necessary processes to grant a high quality level for our service.
Shoppers Onboarding and Monitoring activities
- Calls to wannabe Shopper to understand if their are eligible to cooperate with us
- Paperwork and document checks to formalize the cooperation
- Management of Shoppers contracts
- Management of Shoppers Kit
- Shoppers profiles setup
- Daily point of contact for Shoppers giving them support and listening to their needs
- Support and information sharing to Shoppers who want to register a VAT
- Churned shopper weekly touch point for debt collection and understand reasons
- Daily monitoring and management of inbound mail from Shoppers
Shoppers Retraining and Quality
- Retraining management for Shoppers who should improve their performance
- Live daily webinars for newbies Shoppers
- Constant confrontation with the Area Manager to improve Shoppers quality and find solutions to local problems
Requirements
Work Experience
- Previous experience in customer/quality oriented roles is required.
Hard skills
- You have a good proficiency with Office (especially with Excel);
- Your English knowledge is upper intermediate (B2).
Soft skills
- You have good communication skills;
- You are quality-oriented and work with great accuracy and attentions to details;
- You can be multitasking;
- You are a team player.
Everli is proud to be an equal opportunity employer. We foster an inclusive and diverse workplace. No matter who you are, what you look like or how many years ago you started your career: you will always be welcome in our team. Just like in a grocery store, diversity is richness!
