DigitalSolutionsProjectManagement Stage

Job purpose

The Customer service and back-office agent will support Customer Service and back-office team to cope with increasing operational activities, driven by:

Fleet business strong business volumes growth (new contracts, network expansion, …)

Launch of innovative services (mobile fitting, winter appointment booking, …)

In this context, this new resource will support the team on

Delivering superior service level to both Fleets and Dealers to achieve high levels of customer satisfaction

Provide targeted and effective information to reduce telephone support activity and autonomize dealers

Increase effectiveness in management of back-office activities

Main responsibilities

Management of inbound and outbound calls with multiple internal and external stakeholders:

Manage pre-authority activities on job sheets that require intervention

New services operations support activities (e.g. appointment booking, tires availability check, …)

Address issues, propose solutions and communicate with dealers and fleets to implement actions

Send email communications to fleets and dealers

Support preparation of monthly and quarterly sales volumes and services statistics

Dealers network database periodical updating

Training to fleets and dealers on Fleet solution process and application

Required capabilities

High School diploma or Degree

Customer care & Consultant approach

Teamwork and organizational skills

Proactive attitude and Open Minded

Digital approach, Innovation mindset

Reporting and analysis skills

IT literacy: Office package - Excel; Powerpoint; Outlook at good working level

Languages: Italian native; English – good level (Intermediate level is a mandatory level of knowledge)

Experience

Min 3 years experience Customer service and back-office activities

Know-how of B2B environment and Retail industry would be a plus