English Speaking Customer Support Specialist

A Customer Support Specialist provides exceptional service by promptly answering incoming calls and managing requests through customer portals and emails. They ensure efficient processing of jobs in the internal CMS, coordinate technicians' daily workloads, and maintain strong customer relationships. By monitoring open cases and collaborating with team members, they ensure customer expectations are consistently met and reports are accurately generated to support operational efficiency.

How you will make an impact:

• Deliver exceptional customer service by promptly answering incoming calls and addressing inquiries with professionalism.
• Manage incoming requests through customer portals and email, ensuring timely acceptance and logging of jobs within agreed-upon timeframes.
• Process requests seamlessly into the internal CMS, including customer jobs and out-of-hours requests, for efficient tracking.
• Generate aftersales cases and schedule service appointments to enhance customer satisfaction and support.
• Coordinate and optimize technicians' daily workloads, aligning with reactive, parts fitting, and maintenance requests to ensure efficient service delivery.
• Log and assign maintenance visits accurately to maintain organized operations and support customer needs.
• Regularly monitor and update open cases in both the internal CMS and customers’ websites, ensuring transparency and effective communication.
• Foster strong relationships with customers through consistent and effective communication, primarily via phone calls, to build trust and loyalty.
• Collaborate effectively with team members to ensure that customer expectations are consistently met and exceeded.
• Communicate efficiently with subcontractors and other teams, facilitating smooth operations and timely issue resolution.
• Verify proof of delivery documents to maintain high standards of accuracy and accountability.
• Generate comprehensive daily and weekly customer reports, providing valuable insights to support operational improvements.
• Create tailored ad-hoc reports to meet specific operational needs and enhance overall service efficiency.

What makes you a perfect match:

• Bachelor's degree preferred, ideally in Business, Logistics, or a related field, with an emphasis on practical application.
• 1-3 years of experience in customer service, logistics, supply chain, or operations management, demonstrating a strong foundation in the industry.
• Experience in a multinational company is a plus, bringing a global perspective to customer interactions.
• Proficiency in MS Excel and Outlook, enabling effective data management and communication.
• Familiarity with Salesforce and/or Lightfoot is beneficial, enhancing efficiency in customer relationship management.
• Strong command of spoken and written English, ensuring clear and effective communication with customers and team members; knowledge of Italian is considered as a plus, since we are an Italian company
• Critical thinking and problem-solving mindset, enabling the resolution of challenges effectively and efficiently.
• A can-do attitude that fosters positivity and resilience in a dynamic work environment.
• Team player with excellent interpersonal skills, promoting collaboration and a supportive work atmosphere.
• Keen attention to detail to ensure accuracy in all tasks and communications.
• Excellent organizational skills to manage multiple tasks and priorities effectively.
• Ability to work under pressure, maintaining composure and delivering results in fast-paced situations.