Voice of Customer Associate Manager

SISAL; Milano; Ibrido; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

A leading gaming company in Milan seeks a Customer Care Specialist to join their Voice of Customer team. The ideal candidate will have extensive experience in customer satisfaction analysis and possess strong analytical skills. Responsibilities include improving customer experience and collaborating with stakeholders to develop strategies. This role offers a permanent contract in a hybrid work environment with extensive learning opportunities.

Servizi

Permanent contract

Hybrid work environment

Meal allowance

Supplemental health insurance

Psychological well-being services

Continuous learning opportunities

Competenze

• 4+ years of experience in structured environments like consultancy, TELCO, or Automotive.
• Proven experience in analyzing customer feedback effectiveness.
• Strong analytical, structured approach to problem management.

Mansioni

• Join the Customer Care team to enhance Customer Satisfaction.
• Analyze and measure customer contact processes and systems.
• Collaborate with internal stakeholders to develop omnichannel listening strategies.

Conoscenze

Customer Satisfaction analysis

Problem solving

Data-driven decision making

Public speaking

Excellent knowledge of Excel

Proficient in English

Proficient in Italian

Formazione

Degree in Management Engineering or Economics

Strumenti

Office Suite

Descrizione del lavoro

About us :

Founded on the dream and insight of three sports journalists in 1945, Sisal was the first Italian company to operate in the gaming and betting industry as a government licensee.

Sisal is now part of Flutter Entertainment plc, the world’s largest online sports betting and gaming operator with a portfolio of globally recognized brands and a constituent of the FTSE 100 index of the London Stock Exchange.

The company’s commitment to building a more responsible future rests on a sustainability strategy with long-term objectives to affirm Sisal as a leader in Responsible Gaming, an innovative and sustainable company, and an exemplary work environment.

What you’ll do :

• You will join the Customer Care team, specifically the Voice of Customer team, reporting directly to the Voice of Customer Manager.
• You will be involved in the Customer Satisfaction process, optimizing the Customer Experience by analyzing and measuring the efficiency of contact processes and systems based on customer feedback and tickets from the Contact Centre.
• You will study the Customer experience at all touchpoints with the company and define and evolve the Help Center functionalities based on AI tools.
• You will manage relations with the VoC platform provider for maintaining an excellent feedback collection system.
• You will collaborate with internal stakeholders to share insights from customer feedback and develop an omnichannel listening strategy to identify improvement opportunities, aiming to increase Customer Satisfaction and reduce contact centre activity.

Who you are :

• You have at least 4 years of experience in structured environments such as consultancy firms, TELCO, or Automotive industries.
• You hold a degree in Management Engineering or Economics.
• You have excellent knowledge of Office, especially Excel and PowerPoint.
• You are proficient in English and Italian, both spoken and written.
• You are proactive, flexible, innovative, determined, and data-driven.
• You can identify causes of problems and provide strategic solutions.
• You have an analytical, structured approach to problem management.
• You possess a strong customer and goal orientation.
• You are skilled in organizing work and have good public speaking skills.

Preferably, you also have :

• Previous experience in VoC program implementation.

What we offer you / you can expect from us :

• Permanent contract.
• Hybrid work environment.
• Company-owned devices: laptop and business mobile phone.
• Meal allowance.
• Supplemental health insurance.

Looking for a role that supports your learning and career goals :

• Psychological well-being services, including online meditation courses, medical online services, and counseling with certified psychologists and coaches.
• Continuous learning opportunities for soft and hard skills via learning platforms and trainee bootcamps.
• Support for parents, children, and financial aid for mothers.

Location : Italy, Milan, Via Ugo Bassi 6

Li-Hybrid