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Customer Service and Back-office agent

POSITION SNAPSHOT

JobReq ID:  52763
Type of work:  Hybrid
Type of contract:  Open-ended/permanent
Full/Part Time:  Full time
Location: 

Vimercate (MB), IT

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

MORE INFORMATION

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 EMEA’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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