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Customer Service Relations Officer

2 mesi fa

Milano, Italia Istituto Marangoni A tempo pieno

Reporting to the Senior Customer Service Manager, the Customer Service Relations Officer is responsible for providing high-quality and efficient customer service to prospects and customers through different channels (phone, email, SMS, chat, etc.) both inbound and outbound to improve sales results for Istituto Marangoni.
The role will also manage all organizational aspects, understanding needs (customers/Company) and applying qualitative standards of product/service to stimulate the development of the relationship.
Key Purpose of the Role Provides proper, effective, and timely answers to prospects and customers through the different active channels (inbound calls, WhatsApp, chat, email, etc.), tracking and monitoring activities and results.
Act proactively to minimize information and tool gaps to improve the service offered.
Find effective solutions in managing a complaint or disservice, demonstrating the value of the Company.
Create a climate of trust to retain customer loyalty.
Run outbound campaigns (mainly through phone calls and emails/WhatsApp/SMS) to push sales results.
Adopt and comply with the Company standards and procedures.
Follow direction, suggestions, and communication from the team leader to maximize service efficiency and sales results.
Contribute to creating and maintaining a high-quality work environment so all team members are motivated to perform at their highest level.
Education & Skills Language capabilities: fluency in English, Italian, and French.
At least 3 years of experience in customer service (phone channel inbound and outbound mandatory).
Analytical capabilities potential.
Strong communication and listening capabilities.
Strong sales and problem-solving approach.
Strong team working approach.
Able to work under pressure.
Good knowledge of Excel and PowerPoint and CRM tools (Salesforce experience is a plus).
Previous experience in the luxury/fashion industry is a plus.
Available to work on shifts (Monday to Friday opening hours between 8 am and 7 pm).

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