OverviewIn 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 / Benefitscompetitive salaryflexible benefits packageshort-term incentive (MIP)career development opportunitiesinternational exposureemployee support ResourcesResponsabilitàManage customer and internal requests across channels (phone, email, shared platforms) and handle standard and non-standard inquiries within proceduresEscalate decisions or risks outside your authority and coordinate with internal teams to progress requestsSupport intake, documentation, and follow-up of complaints, incidents,

and sensitive cases; provide timely updatesIdentify urgent or recurring issues and contribute to reviews; keep stakeholders informedReview operational data and KPIs to identify gaps; document findings and update work instructionsSupport adoption of digital, automation, and AI-enabled solutions; test tools and report resultsCollaborate with cross-functional partners; share knowledge and assist onboarding and change initiativesRequisiti fondamentaliRelevant Customer Care or service operations experienceAbility to manage non-standard inquiries and escalations professionallyStrong attention to detail in case documentation and data accuracyAbility to create and update process notes and knowledge contentCustomer-focused communication with empathy and clear expectation managementAnalytical mindset with ability to interpret data and KPIsGood Excel skills and comfort with trackers and reporting toolsKnowledge of problem solving, root cause analysis and process documentationAbility to coordinate with internal stakeholders and elevate when neededCuriosity about automation, GenAI and AI-assisted ways of workingProfessional integrity, confidentiality and continuous improvement mindsetFluent Italian and strong English proficiencycustomer-centricproactivestructuredExcelTrackersDashboards#J-*****-Ljbffr

Customer Care Process Support Specialist

Strategic Analyst

Ingegnere Di Processo

Ricevi nuove offerte di lavoro

Tornitore

Help Desk M/F