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BFS Customer Service & Back-Office Agent

POSITION SNAPSHOT

JobReq ID:  48407
Type of work:  Hybrid
Type of contract:  Open-ended/permanent
Full/Part Time:  Full time
Location: 

Vimercate (MB), IT

OUR COMPANY

Bridgestone in Europe, CIS, Middle East, India and Africa (BSEMIA), headquartered in Zaventem (Belgium), is a subsidiary of  Bridgestone Corporation, a global leader providing sustainable mobility and advanced solutions.

In addition to our premium tire products, we offer a growing portfolio of tire-centric and mobility solutions. Together with our partners and guided by "Serving Society with Superior Quality”, that has been our mission since Shojiro Ishibashi founded Bridgestone in 1931, we are  working to accelerate sustainable mobility innovations and solutions. Through innovative technology,  we are committed to easier, safer, smoother and seamless mobility for our society and customers improving how people move, live, work and play.

Bridgestone also benefits from a significant retail network throughout the region – in fact our retail presence in the EMIA region is the largest in the tire industry. Through 17 distinct retail partners, we have around 3,500 outlets across Europe, the Middle East and Africa as well as around 2,500 outlets through our partner network in India. This network offers a selection of services, concepts and mobility solutions.

At Bridgestone we pride ourselves on the strong relationships we maintain with everyday drivers and this extensive retail network is one of the core reasons why.

You can learn more about our Group at https://bridgestone-emia.com/

In line with the “Bridgestone Essence”, our work environment is based on integrity and teamwork, where everyone can learn from each other and contribute with their own ideas in achieving the coming goals.

We want to hear from people who can take the challenge, unleash their creative potential and contribute to the company success demonstrating ownership, courage and agility. We want you to develop your skills, expand your knowledge and be proud of your work.

POSITION DESCRIPTION

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:
    • Fleets operations
    • Dealers
    • Bridgestone field team
  • 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

 

With equal competencies, being recognized as matching the requirements of Law 68/99 will be considered a plus (both art. 1  and art. 18).

MORE INFORMATION

If you can demonstrate the skills we are looking for and would like to make a difference in a Pioneering company dedicated to shaping a sustainable future of real-world mobility solutions, just click on the Apply Now button and add your CV!

All applications will be reviewed. Our Recruitment team will contact the suitable applicants for the next step of the recruitment process.

We are looking forward to hearing from you!

DISCLAIMER

Diversity and inclusion are a central part of Bridgestone EMIA’s values at the highest level. This is key for our people to show a passion for excellence for improving society connected to the world in which we live. Our commitment to diversity, is linked to our founders mission of ‘Serving Society with Superior Quality’, which is essential in shaping and creating the organization, serving all people, respectfully, connected to our business. We recognize that everyone is different and that attracting, developing and retaining our employees will create a sustainable working environment which is essential to our success. This means that all job applicants and members of staff will receive equal treatment and that we will not discriminate in particular on grounds of gender, marital status, race, ethnic origin, color, nationality, national origin, disability, sexual orientation, religion or age.

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