Oversee high-priority and complex ticket workflows across email, chat, and other platforms for assigned productsMaintain strict compliance with channel-specific SLAs to optimize customer experience and reduce wait timesExecute proactive outbound calls for customer insights, CSAT/feedback collection, and telephone retention activitiesAct as a third-level escalation point and coordinate with internal teams to resolve critical or specialized customer casesCollect and monitor feedback on product functionality, recurring issues, and unmet customer needsIdentify customer journey pain points and report anomalies or ticket spikes to project teams, Quality Assurance, and WFMMonitor customer reviews across multiple platforms and deliver qualified responsesUse sentiment analysis tools to identify trends and draft periodic reports with improvement proposalsContribute to creation, maintenance, and improvement of product-specific knowledge base articlesTake ownership of strategic tasks, including deep dives on contact drivers and proposing workflow enhancements to boost NPSRequirementsIn-depth knowledge and application of policies and procedures on specialized topics (e.G., Welfare, Privacy,



Invest)High proficiency with major CRM toolsSolid Excel skillsStrong numerical orientationSolid understanding of core Customer Care KPIs (CSAT, First Reply Time, Average Handling Time, NPS, Resolution Time)Fully comfortable with and enthusiastic about conducting outbound callsAbility to transform customer pain points into structured feedback for product teamsAbility to collaborate seamlessly across departmentsCore CompetenciesDemonstrates expertise in managing complex customer interactions and workflows while ensuring compliance with service level agreements. Proficient in utilizing CRM tools and Excel to analyze customer feedback and improve service delivery metrics.Highest-signal resume keywordsCRM Tools ProficiencyCustomer Care KPIs UnderstandingExcel SkillsOutbound Call ExperienceCustomer Feedback AnalysisHard SkillsCustomer Care KPIsSentiment AnalysisWorkflow EnhancementData AnalysisTicket Workflow ManagementSoft SkillsCollaborationProblem-SolvingCommunicationCustomer Insight GatheringIndustry KeywordsCustomer ExperienceNPSCSATFirst Reply TimeAverage Handling TimeResolution TimeWelfarePrivacyInvestTools & TechnologiesSentiment Analysis ToolsCRM Software#J-18808-Ljbffr

📌 Senior Customer Care Representative (Milano)
🏢 Jobtailor
📍 Milano