JOB PURPOSE AND PRIMARY JOB RESPONSIBILITIES
As Customer Care Coordinator - Key Accounts you are responsible for providing frontline responses to queries and requests from Key Account clients. You take care of a consistently high service-level by providing prompt resolutions for service issues that are brought to you through Service Cloud or other channels. In cooperation with the Customer Administration team and supported by ONE's growing range of customer self-service tools you contribute to a superior Customer Service experience overall for our Key Accounts. The position of Coordinator Import reports directly to the Team leader within the Customer Service division at ONE Italy.
KEY AREAS OF RESPONSIBILITY
Process & quality management
You are in charge of providing premium care and a consistently high service to ONE's Global / Regional / Local Key Accounts. You aim at scaling quality service with our growing range of tech enablers and self-service tools, promoting these to our Key Accounts as suitable. Keeping up-to-date on the relevant self-service and e-commerce tools will therefore be vital. You ensure compliance with company rules and regulations on all processes and transactions.
Communication & Collaboration
Ensure good collaboration and communication within departments and across. Work closely with the Customer Administration team as well as our Key Account Support and Key Account Specialists and escalate cases in a timely and professional manner whenever appropriate. Communicate effectively with customers and advise them in a reliable and professional manner.
ONE is currently in a digital transformation process. Implementing new tech enablers, SOPs and workflows, and adjusting job roles, titles and key areas of responsibility is a dynamic process. The job outlined is likely to evolve alongside those implementations and transformation overall. Therefore, this job description will require amendments and will be updated accordingly. This is also why deliverables, key relationships, skills and competencies will be added at a later stage. In addition to the major responsibilities detailed in this job description, the job holder will carry out any other duties or projects that are assigned by the company. There will be a requirement to be flexible on hours of work in accordance with operational business needs and in compliance with the national collective labour agreement (CCNL), to assist the department to meet its KPIs.
REQUIRED SKILLS AND COMPETENCES
- Business Awareness - Customer Focus - Communication - Problem Solving - Planning and Organisation - Team Work - Ability to work under pressure - Ability to prioritise own workload - Proactive, enthusiastic and flexible approach - Good English written and spoken - Good knowledge of Google Workspace
WHAT WE OFFER
Gross annual salary (RAL) between Euro 29.000 and 35.000, commensurate with the candidate's experience.
Contract: Short Term Contract, 1 Year contract, Full-time
CCNL Agenzie Marittime Raccomandatarie e Mediatori marittimi - Level 3
Benefits: Lunch vouchers
