As we continue to evolve our client portfolio and expand, MET Energia Italia is now looking for a talented Back Office Specialist to cover a maternity leave, who will be contributing to the growth of the company in the Italian market.
From the very beginning, you will receive comprehensive on‑the‑job training, so being an eager learner is essential to quickly build the competencies needed to work independently. At the same time, we do not bring people aboard just to replicate what we already do: even within a temporary assignment, you will be encouraged to identify potential areas of optimization and to present your suggestions in a clear and structured manner to the Back Office Manager.
Step by step you will take on several activities that are part of the main duties in a Back Office role, bringing your invaluable contribution throughout the maternity substitution period:
- Provide support to our customers and sales agencies, handling incoming requests and complaints
- Solve requests using established procedures and collaborating with other internal teams, always going the extra mile to find solutions outside of the defined instructions/parameters
- Track all requests until resolution in the CRM (Salesforce), maintaining accurate records about necessary actions and discussions
- Respond to all incoming requests in a timely manner, achieving agreed customer service levels and standards
- Provide feedback to management on problematic cases and areas for continuous improvement by taking into consideration customer needs and requests
- Take the initiative to develop solutions in the areas of process and IT to streamline processes and to optimise the customer experience
- Comprehend the needs and requirements of customers in order to bring strategic value to them
- Promote customer needs as the key driver for business goals and initiative
- Identify customer service trends and contribute to the development of customer service policies and procedures.