Customer Service Manager
Company: iMile
Location: Italy
Employment type: Full-time
About the Role
iMile is looking for a Customer Service Manager to support the resolution of last-mile delivery complaints in Italy. You will work closely with the operations team, clients and delivery partners to investigate issues, follow cases through to resolution and use complaint data to improve service quality.
Key Responsibilities
Complaint Management
Coordinate the handling of last-mile delivery complaints, including parcels marked as delivered but not received, delayed deliveries and damaged parcels.
Review case details, identify the cause of each issue and work with the relevant teams to agree on a resolution.
Track open complaints, follow up on outstanding actions and ensure cases are closed with a clear record of the outcome.
Escalate urgent or recurring issues to the appropriate operations teams.
Client and Internal Coordination
Support meetings with clients and internal teams by preparing complaint updates, case summaries and follow-up actions.

Communicate complaint trends and operational issues clearly to relevant stakeholders.
Coordinate with CSPs, DSPs and drivers to obtain information and resolve delivery-related cases.
Data Analysis and Service Improvement
Analyse complaint data to identify recurring issues, high-complaint locations and suppliers with elevated complaint rates.
Trace complaints to the relevant CSP, DSP and driver, and follow up on corrective actions.
Escalate suppliers with persistently high complaint rates and support the operations team in monitoring improvements.
Recommend improvements to complaint-handling workflows, system functions and operational data communication.
Requirements
Italian language proficiency at C1 level or above .
Proficiency in Excel and other standard office software.
Strong analytical and problem-solving skills, with attention to detail.
A strong sense of responsibility and the ability to follow issues through to resolution.

Customer Service Manager

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