Italian-Speaking Customer Solutions Specialist

As a customer solutions specialist, you will be primarily responsible for handle frontline customer inquiries, issues, provide technical support and troubleshoot to ensure high customer satisfaction. You will be required to respond to customers when they reach out with any concerns – whether it is via call in or through email. To drive the customer experience, you will initiate outbound phone calls to inform the customers about the progression of their ongoing queries/cases and keep track of all the relevant details.
A Customer Solutions Specialist is a role where you efficiently help customers, you are flexible problem-solver and are confident at troubleshooting. If you do not have enough information to resolve customer queries you conduct further investigations. At the same time, you are patient, empathetic, communicative and have the capacity to stay focused in a busy work environment.

Key Tasks and Responsibilities
· Responsible for handling customer support and technical-support related questions of customers and partners
· Provide prompt, reliable, and accurate information to customers while maintaining effective communications by adjusting to the pace and technical level of the customer
· Help customers with information about the products and services, using relevant call handling protocols outlined in the procedures
· Ensure the required quality delivery of the service
· Responsible for ensuring contact resolution in a timely manner, while maintaining the highest level of quality in every customer interaction
· Assist customers or escalate service-related issues to the appropriate department in accordance with the client’s processes and procedures
· Ensure compliance to customer Data Privacy and Security Policy
· Communicate positively with team members, customers, and other partners
· If required, collaborate with Level 2 Customer Solution Specialist colleagues to efficiently handle customer queries

Skills / Attributes Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Technical:
· Good Knowledge of Microsoft Office products
· CRM Software platforms experience preferred

Behavioral:
· Highly customer focused.
· Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels.
· Effective follow-up skills
· Excellent organizational skills
· Good attention to detail
· Excellent problem-solving skills
· Working both collaboratively and individually
· Planning & Organizing
· Positive conduct

Qualifications [EDUCATION and/or EXPERIENCE]
· A High school diploma or equivalent, College level preferred
· Previous experience in BPO and Customer Service and/or technical account preferred
· Have a proven track record demonstrating the skills and qualities outlined in this document.

Languages
Good command of written and spoken English and Italian (Speech, Written, Reading, Comprehension)
 

Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level.

• To acquire the necessary knowledge we provide a paid training, on which not only your knowledge is expended, but you will get to know your colleagues so that you would feel at home from the beginning.
• Competitive salary
• Cafeteria
• Team building and free time activities
• Modern office environment

• Shower
• Corporate events
• Bicycle storage
• Parking
• Free coffee, soft drinks
• Play corner