Italian Customer Support Representative Team Manager

Overview

As a Team Manager in this project, your daily responsibilities will include:

• Customer Care & Inquiry Handling:
  Deal with a variety of incoming contacts to the Customer Information Centre. Answer product queries, queries about Squaretrade, service issues, pre and post-sale enquiries, troubleshooting, handling complaints and problem-solving with the objective of providing first contact resolution where applicable.
• Complaint & Case Management: Resolves customer complaints by taking ownership of the situation, by utilising the appropriate communication channels and internal company systems.  Accurately document cases, gather required information, and ensure proper follow-up and resolution.
• Quality & Compliance Adherence: Ensure all interactions comply with Squaretrade quality standards, consumer safety regulations, data privacy (GDPR), and internal processes. Escalate potential product safety or regulatory issues following defined escalation paths.
• Knowledge & Brand Representation: Brand Advocate for Squaretrade by demonstrating excellent customer service and retain customers.  Increased appreciation of the impact customer service has on Squaretrade and its success as a company.
• Documentation & Systems Usage: Log customer interactions in designated platforms. Suggest or Manage KB as per detailed procedure, with answers provided or validated by Squaretrade.
• Escalation & Stakeholder Collaboration: Escalate important issues as per company procedures, especially should potential safety issues be raised by a customer.
• Continuous Improvement & Training: Participate in required trainings, calibrations, and quality sessions. Proactively share insights on recurring consumer issues, process gaps, or improvement opportunities with Team Managers or Leads.

To succeed in the role, you should fit the following profile:

• Fluent in Italian
• English B2 (Internal communication/ training)

Experience:
• Previous experience in customer service, consumer care, contact center is preferred
• Excellent verbal and written communication skills
• Excellent knowledge of all MS office tools (Word, Excel, PowerPoint, Access, Outlook)
• Computer literacy and the ability to capture data accurately.

Candidate Needs To:
• Meet all performance and behaviour expectations outlined in the company performance appraisal and / or communicated by management
• Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism
• Follow good safety practices in all activities
• Establish and maintain positive and productive work relationships with all staff, customers and business partners
• Demonstrate the behavioural and technical competencies necessary to effectively complete position responsibilities.
• Take personal initiative for technical and professional development
• Safeguard sensitive and confidential Company information

What we offer:

• Stable company background: We are the part of the Hungarian market since 1999. We are the part of one of the market leaders company in the CX sector.
• Health and Well-being: Company doctor contract with a private health consultant, and we offer support for glasses. Discount at the company doctor for your private consultation.
• Engaging programs: Monthly Fun Days (treasure hunt, massage, etc.) themed days in the office, online games, challenges. Darts and table soccer in the office, coffee (coffee machine and coffee maker) and tea and soft drinks are available, free of charge. Referral program, charity events.
• Career program: Internal career opportunities, talent program for those who want to improve their skills. Paid professional training lead by our professional trainers.
• Compensation and benefits: Cafeteria (SZÉP card), team specific bonuses, jubilee bonus, free bank account at one of the market leader bank group, discount in DIY store and in a Hotel chain for the reservations.
• Extra holidays by Foundever: We provide extra holidays for some cases, full-paid father’s leave
• Multilingual environment: Native colleagues from more than 25 nationalities, become a member of a friendly team, a company culture where we respect our diverse and unified teams, where we are proud of our achievements.
   

Go further with Foundever®

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