Customer Experience Representative

1 settimana fa

Milano, Italia CARGLASS A tempo pieno

Carglass è parte di un gruppo internazionale, il gruppo Belron®, presente in oltre 35 Countries e leader mondiale nella riparazione e sostituzione dei vetri auto. Attraverso la nostra rete di centri di assistenza, officine mobili e di un Contact Center specializzato, offriamo su tutto il territorio italiano il massimo delle tecnologie, dell’esperienza e della professionalità nel trattamento dei vetri auto e truck. Ciò che ci ha permesso di diventare leader a livello globale sono la cura nel lavoro e la presa in carico del cliente in tutte le sue necessità. I clienti sono il cuore del business ma le nostre persone sono coloro che fanno la differenza nel servizio che offriamo ogni giorno

In questo momento siamo alla ricerca di un/a:
Responsabilità e funzioni principali:

- prenota il servizio di sostituzione o riparazione cristalli auto presso la rete diretta Carglass ed affiliate:

- identificando il bisogno del cliente
- offrendo la migliore soluzione per la tipologia di danno e di “personas”
- presentando il valore del servizio Carglass usando tutte le argomentazioni a supporto: ad esempio quelle tecnologiche per i casi di autoveicoli dotati di sistemi ADAS, per cui la ricalibratura è cruciale per garantire al motorist una mobilità sicura

nell’ambito delle istruzioni, procedure e linee guida di volta in volta applicabili
- nell’ambito del cross-selling propone prodotti aggiuntivi correlati al cristallo auto, per aumentare il valore della transazione del cliente
- contribuisce a creare per il cliente un’esperienza risolutiva e veloce con Carglass
- contribuisce attivamente al miglioramento e semplificazione dei processi operativi del CEX con proposte e suggerimenti
- contribuisce a raggiungere i KPI di business assegnati al team di appartenenza e al CEX in generale (opportunity rate, net conversion etc)
- contribuisce al processo di creazione della soddisfazione del cliente misurata attraverso l’NPS del team di appartenenza e del CEX in generale

Ai sensi della normativa vigente l'offerta di lavoro si intende rivolta a entrambi i sessi (L. 903/77).

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