Our multinational client with American background is looking for a young talent for its Customer Operations Specialist role that is a senior customer facing role focused on small to mid-size, B2B accounts in 35 countries in EMEA, this position specifically with Italian speaking customers.

Benefits:

·         Value added processes, complex tasks

·         Attractive work environment, office location: 9. district

·         Good internal movement opportunities

·         Corporate key client portfolio

·         Home office opportunity (2 days/week)

·         Competitive salary, good package, yearly bonus

Your tasks will be:

·         Day-to-Day Operations Management: Handle all operational aspects, including fleet management, hardware orders, issue resolution, and consumables management.

·         Client Communication and Action Log: Maintain effective communication with clients and keep an active Client Action Log.

·         Manage SLA and Escalations: Oversee Service Level Agreements (SLA) and handle escalations to ensure daily service delivery.

·         Customer Reporting and Insights: Provide reports, insights, and recommendations to enhance customer experience and satisfaction.

·         Compliance and Collaboration: Ensure compliance with relevant policies and collaborate with partners to meet client requirements.

Requirements:

·         Language Proficiency: Fluent in Business English and Italian. French language knowledge in an added value.

·         MS Office Suite: Daily practice of MS Office Suite, especially Excel (Pivot, VLOOKUP, Charts) and excellent skills in PowerPoint.

·         Project & Service Management: Experience with ITIL / ITSM, project management, and Six Sigma, Lean, or other business process improvement methodologies.

·         Operations & Customer Satisfaction: 5+ years of experience in operations or services delivery roles, handling multiple issues and ensuring customer satisfaction.

·         Performance Reporting: Experience in generating and presenting performance reports and metrics.

·         Effective Communication: Ability to effectively communicate via email and phone to business clients.

·         Business Acumen: High level of business acumen, with the ability to adapt to diverse personalities.

·         Multitasking & Flexibility: Comfortable managing multiple projects simultaneously in a fast-paced environment.

·         Analytical & Problem-Solving Skills: Strong analytical and reasoning abilities to solve complex problems.

·         Team Management: Hands-on management style with the ability to build and manage cross-cultural and cross-functional teams