Customer Care Process Support Specialist

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8fsvbu

Overview In this role, you will deliver reliable customer care while driving a more proactive and digitally enabled service model. You will support end-to-end case management, escalate issues as needed, and contribute to knowledge management and process improvements. You'll analyze feedback and data to identify gaps and help implement practical improvements with cross-functional teams.

This position offers the chance to influence customer outcomes through structured problem solving and digital adoption in a global context.

Retribuzione / Benefits competitive salary flexible benefits package short-term incentive (MIP)

career development opportunities international exposure employee support Resources

Responsabilità Manage customer and internal requests across channels (phone, email, shared platforms) and handle standard and non-standard inquiries within procedures

Escalate decisions or risks outside your authority and coordinate with internal teams to progress requests

Support intake, documentation, and follow-up of complaints, incidents, and sensitive cases; provide timely updates

Identify urgent or recurring issues and contribute to reviews; keep stakeholders informed





Review operational data and KPIs to identify gaps; document findings and update work instructions

Support adoption of digital, automation, and AI-enabled solutions; test tools and report results

Collaborate with cross-functional partners; share knowledge and assist onboarding and change initiatives

Requisiti fondamentali Relevant Customer Care or service operations experience

Ability to manage non-standard inquiries and escalations professionally

Strong attention to detail in case documentation and data accuracy

Ability to create and update process notes and knowledge content

Customer-focused communication with empathy and clear expectation management

Analytical mindset with ability to interpret data and KPIs

Good Excel skills and comfort with trackers and reporting tools

Knowledge of problem solving, root cause analysis and process documentation

Ability to coordinate with internal stakeholders and elevate when needed

Curiosity about automation, GenAI and AI-assisted ways of working

Professional integrity, confidentiality and continuous improvement mindset

Fluent Italian and strong English proficiency customer-centric proactive structured

Excel

Trackers

Dashboards

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8fsvbu