Customer Care Process Support Specialist
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In this role, you will deliver reliable customer care while driving a more proactive and digitally enabled service model. You will support end-to-end case management, escalate issues as needed, and contribute to knowledge management and process improvements. You’ll analyze feedback and data to identify gaps and help implement practical improvements with cross-functional teams. This position offers the chance to influence customer outcomes through structured problem solving and digital adoption in a global context.
Retribuzione / Benefits- competitive salary
- flexible benefits package
- short-term incentive (MIP)
- career development opportunities
- international exposure
- employee support Resources
- Manage customer and internal requests across channels (phone, email, shared platforms) and handle standard and non-standard inquiries within procedures
- Escalate decisions or risks outside your authority and coordinate with internal teams to progress requests
- Support intake, documentation, and follow-up of complaints, incidents, and sensitive cases; provide timely updates
- Identify urgent or recurring issues and contribute to reviews; keep stakeholders informed
- Review operational data and KPIs to identify gaps; document findings and update work instructions
- Support adoption of digital, automation, and AI-enabled solutions; test tools and report results
- Collaborate with cross-functional partners; share knowledge and assist onboarding and change initiatives
- Relevant Customer Care or service operations experience
- Ability to manage non-standard inquiries and escalations professionally
- Strong attention to detail in case documentation and data accuracy
- Ability to create and update process notes and knowledge content
- Customer-focused communication with empathy and clear expectation management
- Analytical mindset with ability to interpret data and KPIs
- Good Excel skills and comfort with trackers and reporting tools
- Knowledge of problem solving, root cause analysis and process documentation
- Ability to coordinate with internal stakeholders and escalate when needed
- Curiosity about automation, GenAI and AI-assisted ways of working
- Professional integrity, confidentiality and continuous improvement mindset
- Fluent Italian and strong English proficiency
- customer-centric
- proactive
- structured
- Excel
- Trackers
- Dashboards
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