Customer Service Manager - Italy

Location Milan
Job type: Permanent Full Time
Job ref: 007668
Published: 3 days ago

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced, multi-function environment? Are you an experienced operational manager who can inspire a team and drive excellent performance?

 

What You'll Be Doing:

 

This is a diverse role, and no two days are the same. Your key responsibilities will include:

  • Driving the day-to-day operation to ensure all Italian orders are shipped on time and all customer queries are handled promptly
  • Leading a team of Customer Service Agents, ensuring they have the knowledge, tools and direction they need to provide excellent customer service
  • Embed a continuous improvement framework, including timely complaint resolution and a plan to implement and report long-term fixes
  • Develop communication and change management plans so your team are fully informed about new products and business initiatives
  • Partnering with key stakeholders in Commercial to gather valuable feedback from our customers and improve the service offering
  • Liaise with colleagues across Production, Regulatory, Quality, Supply Chain, Finance, IT and Marketing to ensure our customers are at the heart of decision-making
  • Develop a reporting framework to ensure your team and the wider business have real-time visibility of performance versus our key metrics
  • Support the Head of Global Services with the implementation and global rollout of the new CRM system and omnichannel platform

 

What Experience Do You Need:

  • Strong Customer service (senior profile) experience required (3 years minimum)
  • Motivational skills and ability to supervise and lead a team
  • Fluent in Italian and Professional level of English
  • Able to work well under pressure
  • Able to work on own initiative, self-starter and as part of a team
  • Ability to work to tight deadlines with accuracy and detail
  • Strong Excel skills
  • Experience dealing with imported goods
  • Proven track record in a customer service role in medical devices
  • Knowledge of ERP systems
  • Knowledge of Data protection, Cyber security, and anti-money laundering policies

 

What We Can Offer You:

  • Private healthcare
  • Wellbeing allowance up to €300.00 a year
  • Annual programme of fun events
  • Enhanced maternity & paternity leave