Customer Service Specialist

Villeroy & Boch Group; Milano; In loco; EUR 30.000 - 40.000; Tempo pieno

Descrizione del lavoro

A leading home goods manufacturer is seeking a Customer Care Specialist in Milan. The role involves managing customer inquiries, processing orders, and working closely with various departments. Candidates should be bilingual in Spanish and have experience in customer care along with knowledge of SAP. Strong communication and problem-solving skills are essential for this fast-paced position.

Competenze

• Proficient in Spanish at level C1/C2.
• Experience in a customer care role.
• Ability to work in a fast-paced environment.

Mansioni

• Support customers via phone and digital platforms.
• Manage and verify customer orders.
• Coordinate with various company functions to resolve issues.

Conoscenze

Spanish language proficiency

Customer care experience

Communication skills

Problem-solving skills

Interpersonal skills

Multitasking

Strumenti

SAP

Office365

Descrizione del lavoro

Overview

PURPOSE :

The Customer Care Specialist is responsible for managing front office activities related to the role (inbound & outbound telephone contact with agencies and clients), constantly interfacing with all internal business functions involved (sales, logistics, demand planning) and external agencies / clients.

Responsibilities

• Support the customer by email, B2B digital platform and by phone;
• Manage orders in entrance (verification, unblocking, modifications etc.);
• Monitor the availability produced in coordination with other company functions (for example Demand Planning);
• Verify the state of the forwarding in coordination with the functions Logistic and Warehouse, aimed to improve the satisfaction of the client;
• Manage the requests of agents / clients (availability product, technical information of first level etc.);
• Interface with different company functions in order to the resolution of the problems / criticality of the Client (Claim Office, Technical Department);
• Gestione dell’order entry tramite gestionale sap;
• Keep informed concerning Ideal Standard warranty process and products;
• Implement actions to improve KPIs and keep track of them by using the right tools;
• Provide accurate, valid, and complete service to the customers;
• Identify and assess customers' needs to achieve satisfaction;
• Build sustainable relationships of trust through open and interactive communication both internally and externally;
• Manage all back office activities related to the role.

Requirements

• Mandatory Spanish language at proficiency level / bilingual (level C1 / C2)
• Proven customer care experience;
• Good Knowledge of SAP and Office365;
• Sensitivity to client service;
• Excellent communication and problem-solving skills;

Soft Skills

• Ability to work in a fast-paced environment;
• Strong interpersonal skills, building effective relationships internally and externally;
• Organized and methodical;
• Ability to multitask, prioritize and manage time effectively;
• Negotiation and persuasion skills;
• Flexibility.