Customer Service Specialist

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.