Customer Service and Back-office agent
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