Customer Support Associate
Pubblicato il 05-10-2026 - JTI - Japan Tobacco International in Milano
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Job title Customer Care Associate
Department Marketing
Reporting to CONSUMER CARE MANAGER
Role Permanent
Customer Care Associate
The Customer Care Associate supports the Customer Care team in delivering seamless and consumer centric omnichannel service experience. This role collaborates with global and teams (Marketing, Sales, Legal, IT, Digital) and external partners, to ensure prompt and high quality service delivery to consumers while generating valuable insights that inform continuous improvement and proactive prevention.
Please note that this position is open to candidates belonging to protected categories under applicable legislation (Legge 68⁄99).
Contribute to strategic design and implementation of Reactive Care programs, helping identify consumer trends, root causes, and prevention opportunities to maximize consumer satisfaction.
Support the planning and execution of outbound engagement and retention campaigns, ensuring consistency across channels and alignment with consumer needs.
Support the Consumer Care Manager in scripts’ review, optimization and internal validation with Brand, Consumer Journey and Legal teams.
Collaborate with internal teams (Marketing & Sales, Legal, IT, Digital) and external partners to maintain service flow accuracy and operational excellence.
Provide support in management and smooth escalation for complex cases
Assist in monitoring service quality, KPIs and consumer feedback both for Reactive and Proactive initiatives, preparing insights and recommendations for improvement.
Experience in customer service, consumer care, or related roles, ideally in FMCG.
Strong understanding of omnichannel service models, case management processes, and consumer retention dynamics.
Familiarity with service platforms (e.g. Trustpilot, SNOW, Magento) and KPI driven quality monitoring.
Strong communication, problem solving, and collaboration skills.
Strong org