RINA is currently recruiting for a Italy Certification Business Support Advisor (Customer Care) - Categorie Protette LL. 68/99 to join its office in Venice, Genova, Rome or Milan, Italy within the Mediterranean & Africa Certification Division.
Mission
A Business Support Advisor focus on managing customer requests and plays a crucial role in ensuring smooth customer interactions and efficient business operations.
The chosen candidate will work closely with the internal team and other internal colleagues from other teams, supporting certification processes and promoting customer loyalty. #LI-DC2
Key Accountabilities
1.Customer Data Management:
- Create and maintain accurate customer records in the database.
- Ensure that customer information is up-to-date and complete.
- Handle customer inquiries related to account information and updates.
2. Customer Communication:
- Communicate with customers to provide information about products, services, and order status.
- Respond to customer inquiries and resolve issues promptly and professionally.
- Send out communication regarding invoices, payment reminders, and other relevant updates.
3. Problem Resolution:
- Identify and address customer concerns, working collaboratively with other departments as needed.
- Investigate and resolve billing discrepancies or disputes.
- Ensure a high level of customer satisfaction through effective problem resolution.
4. Compliance and Documentation:
- Ensure compliance with company policies and procedures in customer interactions.
- Maintain accurate and organized records of customer communications.
- Read and understand internal procedures to apply them to the certification process.
Education
High School Diploma/GED in Business Administration Finance Management
Qualifications
1. Minimum of 3 years of experience in customer service or a related administrative role.
2. Strong proficiency in customer data management, including maintaining accurate records and handling inquiries.
3. Strong communication skills, both written and verbal, to interact effectively with customers and internal teams.
4. Proven ability to handle customer inquiries professionally and resolve issues efficiently.
5. Good problem-solving skills to address billing discrepancies, order concerns, and other customer-related challenges.
6. Ability to multitask and manage priorities in a fast-paced business environment.
7. Knowing Salesforce as a work tool is a plus.
8. Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and familiarity with CRM systems or internal business management tools.
9. A proactive and customer-oriented mindset, ensuring a high level of service and satisfaction.
Competencies
10. CLIENT INTIMACY - Embrace internal and external client needs, expectations, and requirements to ensure maximum satisfaction
11. EARN TRUST - Take everyone's opinion into account and remain open to diversity
12. PROMOTE SUSTAINABLE DEVELOPMENT - Promote commitment by keeping promises as a Role Model
13. MANAGE EMOTIONS - Recognise one's and other's emotions and express and regulate one's reactions
14. PIONEER CHANGE - Actively embrace change and benefit from the new circumstances
15. BUILD NETWORK - Forge trust relationships, across departments, and outside the organization
16. MAKE EFFECTIVE DECISIONS - Structure activities according to priorities, actions, resources and constraint
17. ADDRESS THE WAY - Have a big picture of different situations and reinterpret it in a perspective way
18. THINK FORWARD - Capitalise on experiences and translate them into action plans for the future
RINA is a multinational company providing a wide range of services in the energy, marine, certification, infrastructure & mobility, industry, research & development sectors. Our business model covers the full process of project development, from concept to completion.
At RINA, we endeavor to create a work environment where every single person is valued and encouraged to develop new ideas. We provide equal employment opportunities and are committed to creating a workplace where everyone feels respected and safe from discrimination or harassment of any kind. We are also compliant to the Italian Law n. 68/99.