Zalando is a multinational e-commerce company that has shops in over 17 countries. Zalando offers a wide variety of name brand products and provides high quality customer care and assistance. -Managing employee performance to deliver results. Training employees become more effective: Giving performance feedback, promoting self-development & coaching employees to achieve high productivity and positive results.Main activities and responsabilities:- Monitor e-mails, calls, chats and Social Media contacts of Vendor customer care agents- Support and help Customer Care agents improve their communication skills by giving personalized coachings- Documentation and illustration of KPI’s as well as analysis of deviances between target and actual performance- Cooperate with the different departments within Customer Care to improve customer satisfaction- Create new guidelines for all communication platforms (Social Media, Chat, Email and Calls)

•Monitor the Quality performance of vendors and in-house Customer Care teams•Evaluating and ensuring the quality of customer contacts through regular coachings with Customer Care Specialists;•Customers‘ satisfaction analysis through CSAT survey; •Support vendors in implementing measures to improve the performance (Action plan, Calibration sessions, Review calls); •Redesigning and implementing new Communication Quality guideline and scorecard;•Documentation and monitoring the process adherence; •Creation and delivery of quality reports for vendors; •Ensure optimal levels of customer satisfaction and compile all feedback to analyze work of employees.•Creating quality reports and documenting KPIs;•Analizyng the criteria leading to quality enhancement;•Translations and copywriting projects;•Facilitate in providing training sessions, develop appropriate objectives and ensure achievement for same;•Providing typically reports to a supervisors or managers.

Develop and maintain documents for various processes, assist in preparing appropriate development plans for same.Ensure optimal levels of customer satisfaction and compile all feedback to analyze work of employees.

Responsible for taking group booking within the Italian marketProviding quotations and advise to travel agencies Liaising with all major Italian travel agencies.