Sr Customer Care Specialist (Italian speaking)

About Klarna

Klarna was founded in Stockholm, Sweden in 2005. Since then we've changed the banking industry forever. And now we're creating the world's smoothest shopping experience. We serve over 90 million consumers worldwide, and partner with 250,000 merchants – with a new merchant joining us every 8 minutes. Including some of the world's leading brands, such as H&M, ASOS, IKEA, Adidas, Samsung and Lufthansa. Our offices are spread over 17 different markets, hosted by 5000+ employees from 100+ nationalities.

What you will do:

Developing and measuring the way our service agents communicate and deliver service to our customers while performing evaluations on each channel based on our Service Guideline.
Support Merchant Service agents with an individual overview of current email SLAs.
Analyzing and reporting quality scores and operations data to identify trends and improvement opportunities.
Coaching agents to support them improve their performances.
Initiating and delivering improvement projects based on quality assessments.

Who you are:

  • You need to be a driven and flexible individual who has a strong interest in service, communication, and data.
  • You also have the ability to work with different stakeholders, with a data and target oriented mindset and you are not afraid of changes for growth.
  • You have good self-management and interpersonal skills with the ability to communicate efficiently.
  • First experience in providing data and KPIs are a plus (e.g. in Business Intelligence or Total Quality Management departments).
  • We welcome applicants of any gender, any age and all backgrounds.

You should also have:

  • Service and customer-focus mindset.
  • Working proficiency and communication skills in verbal and written English and Italian, based in Milan.
  • Persuasive competence and stakeholder management skill.
  • Good numerical skills and an understanding of statistics. 
Interested! Please send your resume in ENGLISH asap as we speak with suitable candidates continuously.

We have multiple positions open at different levels with the similar skill set.

Klarna is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. Please refrain from including your picture and age with your application.