Customer Service Lead: Elevate Experience & Efficiency

Zentiva; Lombardia; On-site; EUR 50,000 - 60,000; Full time

Benefits offered by this job

Gross annual salary €50,000–€60,000

Performance bonus (MBO)

Top-tier benefits package

Job summary

Zentiva is seeking a Customer Service Manager for our Italian organization to lead the Customer Service team, ensuring high service standards and efficient day-to-day operations. You will support customers, manage orders, and collaborate with Sales, Marketing and Logistics to deliver a seamless experience.

The ideal candidate has 5+ years in customer service with leadership across locations, is fluent in Italian and English, and prioritizes continuous improvement, process efficiency, and

Qualifications

• 5+ years of customer service experience with people management.
• Proven ability to lead teams across countries.
• Customer-oriented with proactive problem solving.
• Experience implementing process improvements.
• Strong organizational and communication skills; fluent in Italian and English.

Responsibilities

• Lead and develop the Customer Service team and set clear objectives.
• Oversee daily operations ensuring efficiency and timely responses.
• Manage orders from customers and the sales force.
• Address customer issues promptly to ensure satisfaction.
• Collaborate with Sales, Marketing and Logistics for a seamless experience.
• Use feedback to drive continuous improvement and cost reductions.
• Ensure tools and resources enable high-quality service.
• Ensure activities comply with quality standards and policies.

Skills

People management

CRM tools

Bilingual ITA/EN

Customer focus

Process improvement

Organizational skills

Prioritization

Cross-country experience

Communication

Tools

CRM systems

Job description

Zentiva is seeking a Customer Service Manager for our Italian organization to lead the Customer Service team, ensuring high service standards and efficient day-to-day operations. You will support customers, manage orders, and collaborate with Sales, Marketing and Logistics to deliver a seamless experience.

The ideal candidate has 5+ years in customer service with leadership across locations, is fluent in Italian and English, and prioritizes continuous improvement, process efficiency, and