Italy

Treviso, Italy

Commercial
After Sales/Customer Care

CUSTOMER ENGAGEMENT (M/F/X)

Job Responsibilities

Purpose:
The main purpose of the role is to analyse the interactions of the different Contact Centers in order to improve the quality of the Consumer Care Services and the communication to the final consumers.
Develop the effectiveness of the communication process in relation to the Consumer Care (ability to detect the most appropriate tone of voice and communication style of the different CCs).

Main Responsibilities:
- Monitor and analyse the interactions with the Consumers in order to share strategic inputs aimed at improving the service, the product and the Consumer’s experience
- Identify the Consumers’ needs in order to create aligned contents
- He/she is involved in the listening activities and analyses the interactions between the Contact Centers and the Consumers (via phone, mail, chat, social), puts into practice (training, informative or corrective) actions aimed at improving the processes and the communication quality
- Interprete the different collected reports in relation to the cultural context they come from
- Produce qualitative reports to be shared both with the single stakeholders and the Contact Centers
- Collaborate with the Consumer Care Specialist by highlighting the inputs aimed at updating and improving the knowledge base both for the final Consumers and the Call Centers Operators
- Highlight to the Internal Stakeholders the issues arised with the Consumer Care Manager Support and share potential actions

Job Profile

- Linguistic or Humanistic Degree (Languages/Communication and/or related fields)
- 6-7 years of experience in the role
- Analytical skills both for the data acquisition and processing, and for its analysis and strategic interpretation
- Ability to interact with different socio-cultural contexts
- Willingness to provide continuous improvement
- Consumer-centric approach
- Digital skills, knowledge of Data analysis and Communication Flow analysis
- Fluent English is mandatory; fluency in other additional languages would be a plus

Location: Treviso and Gorgo al Monticano