Senior Customer Care Representative
Pubblicato il 09-09-2026 - Jobtailor in Milano
pul /brliOversee high-priority and complex ticket workflows across email, chat, and other platforms for assigned products /li /brliMaintain strict compliance with channel-specific SLAs to optimize customer experience and reduce wait times /li /brliExecute proactive outbound calls for customer insights, CSAT/feedback collection, and telephone retention activities /li /brliAct as a third-level escalation point and coordinate with internal teams to resolve critical or specialized customer cases /li /brliCollect and monitor feedback on product functionality, recurring issues, and unmet customer needs /li /brliIdentify customer journey pain points and report anomalies or ticket spikes to project teams, Quality Assurance, and WFM /li /brliMonitor customer reviews across multiple platforms and deliver qualified responses /li /brliUse sentiment analysis tools to identify trends and draft periodic reports with improvement proposals /li /brliContribute to creation, maintenance, and improvement of product-specific knowledge base articles /li /brliTake ownership of strategic tasks, including deep dives on contact drivers and proposing workflow enhancements to boost NPS /li /br /ul /brh3Requirements /h3 /brul /brliIn-depth knowledge and application of policies and procedures on specialized topics (e.g., Welfare, Privacy, Invest) /li /brliHigh proficiency with major CRM tools /li /brliSolid Excel skills /li /brliStrong numerical orientation /li /brliSolid understanding of core Customer Care KPIs (CSAT, First Reply Time,
Average Handling Time, NPS, Resolution Time) /li /brliFully comfortable with and enthusiastic about conducting outbound calls /li /brliAbility to transform customer pain points into structured feedback for product teams /li /brliAbility to collaborate seamlessly across departments /li /br /ul /brh3Core Competencies /h3 /brpDemonstrates expertise in managing complex customer interactions and workflows while ensuring compliance with service level agreements. Proficient in utilizing CRM tools and Excel to analyze customer feedback and improve service delivery metrics. /p /brh3Highest-signal resume keywords /h3 /brul /brliCRM Tools Proficiency /li /brliCustomer Care KPIs Understanding /li /brliExcel Skills /li /brliOutbound Call Experience /li /brliCustomer Feedback Analysis /li /br /ul /brh3Hard Skills /h3 /brul /brliCustomer Care KPIs /li /brliSentiment Analysis /li /brliWorkflow Enhancement /li /brliData Analysis /li /brliTicket Workflow Management /li /br /ul /brh3Soft Skills /h3 /brul /brliCollaboration /li /brliProblem-Solving /li /brliCommunication /li /brliCustomer Insight Gathering /li /br /ul /brh3Industry Keywords /h3 /brul /brliCustomer Experience /li /brliNPS /li /brliCSAT /li /brliFirst Reply Time /li /brliAverage Handling Time /li /brliResolution Time /li /brliWelfare /li /brliPrivacy /li /brliInvest /li /br /ul /brh3Tools Technologies /h3 /brul /brliSentiment Analysis Tools /li /brliCRM Software /li /br /ul /p #J-18808-Ljbffr