We are looking for:
The After-Sales Front Office Representative offers the highest level of customer service in post-sale to guarantee exceptional customer experience and meet customer expectations in line with the vision, mission, and objectives of the company and business policies.
He/she participates in After Sales operations and interacts with Back Office operators, direct shops (DOS), Wholesalers and Regional Customer Service representatives, within a multi-language / multi-category / multi-brand team.
How you will contribute:
- Analyzing customer requests and ensuring complete and rapid feedback to the Front End in line with internal procedures and in collaboration with all the After Sales functions (Front End, Back Office, Production Business Unit / Repair Centres):
- Open tickets (if not already opened by front end)
- Receive / check tickets from front end
- Evaluate tickets & technical issues (via photos and/or physically)
- Estimate the potential cost and repair time
- Reroute tickets & damaged products
- Manage the order and planning of spare parts
- Escalate requests (if needed)
- Solve and close tickets
- Continuous monitoring of the After Sales process:
- Ensuring continuous updating of tickets through the system to guarantee achievement of defined SLAs and traceability of the After Sales process
- Ensuring correct application of brand policy
Who you are
- Bachelor’s degree
- Experience in Customer Service / After Sales
- Strong customer orientation and general interest in after-sales services
- Fluent in English and Italian (written and spoken)
- Good knowledge of the MS Office package
- Excellent communication skills, exceptional persuasion and presentation skills
- Ability to work independently in multi-tasking mode and to work effectively under pressure in a rapid work environment
- Strong attention to detail and accuracy
- Consolidated problem solving skills