About us
Snowit is the online travel agency dedicated to the world of winter sports. It is a unique platform that aggregates all services related to the world of winter sports (ski passes, rentals, experiences, ski lessons, packages with hotels, etc.), offering the best integrated customer experience to skiers, snowboarders and freeriders.
We are a young, passionate and talented team of 20 people, and we are supported by the best investors in the world of sport and digital. In 2020 we were selected as one of the 8 best Italian start-ups by the investment fund BHeroes, specialised in the world of travel and created by the founder and chairman of the Lastminute.com group. We want to bring innovation to one of the biggest markets in the tourism sector and where Italy plays a market-leading role. We are developing new solutions to bring digitalisation to the sports tourism sector outside the world of winter sports, with the aim of becoming the benchmark for sports travel. With the sale of a 33.33% shareholding to FNM, the Group controlled by the Lombardy Region to which Ferrovie Nord Milano belongs, Snowit finalised a capital increase at the beginning of December 2021 and set the ball rolling for further development, with a view to the Milan-Cortina 2026 Winter Olympics.
Role and responsibilities
The role of the Customer & Pay Per Use Specialist is to provide the best service to the customer and prospect by supporting them in handling complaints and verification of Pay Per Use transactions for sale on Snowit. You will be working directly under the Customer Care Manager, you will be responsible for managing the relationship with the customer, in particular you will be responsible for
- Support users (by phone, email, chat) in finalizing the purchase process, handling change requests, refunds, guiding users to the relevant purchase portal features and sections (powered by Sportit)
- Specialization in Snowit’s new flagship pay-per-use brand product: verification of product functionality and accuracy of online information
- Check the successful progress of e-commerce transactions and manage any errors;
- Coordinate with the technical and product team through the ticketing platform
- Constantly monitor the order management back-end and know all its technical functionalities;
- Resolve any errors in orders or communication between systems yourself;
- Manage customer service and maintain the relationship with customers in order to resolve any issues, and gather feedback from users regarding bugs, featurers, sales or other requests;
What we are looking for
- 2+ years’ experience in Customer Service (preferably in the claims and refund management department)
- C1 proficiency in English (knowledge of a second language is considered a plus)
- Accuracy: You will be the one responsible for verification on Snowit’s tagged pay-per-use transactions because of your analytical approach to customer reports
- Passion: you have demonstrable knowledge and passion for the world of winter sports and sports travel
General Terms and Conditions
Type of contract: fixed-term contract
Project period: October 2024 – March 2025
Availability: 5 days out of 7 – or 6 days out of 7 – with holiday and weekend shifts, with the possibility of working remotely after the first period of onsite training
- Weekend availability (Saturday and Sunday)
- Availability on Friday evenings alternating with another resource 1 week on and 1 week off
- Availability on working days during holiday periods (e.g. 22 December to 6 January) to be defined shifts with other team resources
Remuneration: to be assessed in relation to experience
Others:
- Possibility of participating in team events in the best Italian ski resorts
- Snowit headquarters in a new extremely bright office in Milan in the Porta Venezia area
- Possibility of inclusion in the workforce
- Possibility to work in Smart Working 2 days a week after an initial in-house training period.
Contract of employment: Full-time
Benefits:
- Working from home
- Award trips
Timetable:
- Festive
- Shifts
- Day shift
Types of additional remuneration:
- Thirteenth
Pre-selection questions:
- Have you already worked in Customer Care?
- Do you know the tourism sector?
Language:
- German (Preferred)
- French (Preferred)
Place of work: In person
Start date: 07/10/2024
