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BFS Customer Service & Back-Office Agent
JobReq ID:
48407
Type of work:
Hybrid
Type of contract:
Open-ended/permanent
Full/Part Time:
Full time
Location:
Vimercate (MB), IT
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).