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Interaction Support
2 settimane fa
Join our team and be part of a dynamic, exciting and engaging business, so we can discover What's next together
LeasePlan Italia è alla ricerca di n. 1 Interaction Support da inserire all'interno della Direzione Customer Experience con un contratto a tempo determinato. Il ruolo è basato a Roma e riporta direttamente all'Interaction Supervisor.
SCOPO DELLA POSIZIONE:
Fornire supporto al chiamante (cliente o conducente) attraverso la gestione delle richieste di informazione, reclami o acquisizione di richieste di servizio pervenute telefonicamente, massimizzando le opportunità di risoluzione in OCR (one call resolution).
PRINCIPALI ATTIVITA':
- Garantire la gestione dell'interazione telefonica in termini di tracciatura del contatto
- Erogare le informazioni richieste
- Gestire i reclami ed acquisire le richieste di servizio in ambito mobility o administration
- Assegnare al Fulfillment team le richieste non risolvibili contestualmente alla telefonata
- Garantire il rispetto dei target qualitativi e quantitativi previsti per il ruolo.
- Contribuire all'identificazione di aree di miglioramento in relazione alla gestione dei processi di Query & Complaint.
CONOSCENZE - CAPACITA'- ATTITUDINI:
- Laurea
- Forte orientamento al cliente
- Autonomia decisionale all'interno della delega
- Capacità di problem solving, resistenza allo stress e capacità di autocontrollo - Ottime capacità di comunicazione verbale e scritta, ottime capacità relazionali, orientamento al risultato, predisposizione ad un rapido apprendimento
- Orientamento al lavoro in team, dinamicità ed attitudine al cambiamento.
- Buona conoscenza della lingua inglese
- Conoscenza base degli strumenti informatici e del pacchetto MS office.
Why LeasePlan?
LeasePlan is a global leader in Car-as-a-Service, with approximately 1.9 million vehicles under management in 29 countries. LeasePlan purchases, funds and manages new vehicles for its customers, providing a complete end-to-end service for a typical contract duration of three to four years. Through our NextGen Digital strategy, we are transforming from an analogue into a fully digitally-enabled business, delivering digital services at digital cost.
With over 55 years' experience, LeasePlan's mission is to provide what's next in sustainable mobility so our customers can focus on what's next for them. We aim to build an ethical, inclusive, and progressive culture in which people can thrive and be themselves regardless of their race, nationality, gender, age, disability, sexual orientation etc.
If you'd like to learn more about our culture, DE&I journey and our way of working, please find out more in our
sustainability section
and our latest
Annual Report
.
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