Customer Resolution Agent - Global Business Services (GBS)

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Job Description:

About the Role

As a Customer Resolution Agent, you will be responsible for delivering excellent support to internal and external customers across Italy and international markets. You will manage inquiries, complaints, and service-related requests, taking ownership of each case and coordinating with relevant stakeholders to ensure timely and effective resolution. 

In this role, you will contribute to delivering a positive customer experience while supporting operational excellence and continuous improvement initiatives within the Customer Resolution Group (CRG).

Key Responsibilities

• Manage customer inquiries, complaints, and service requests through various communication channels.
• Take ownership of customer cases from receipt through resolution, ensuring timely follow-up and communication.
• Collaborate with internal departments and external stakeholders to identify and implement effective solutions.
• Maintain accurate records and case documentation in company systems.
• Perform administrative and operational support activities, including data management, reporting, and auditing tasks.
• Support additional projects and business activities as required.

Requirements

• Previous experience in Customer Service, Shared Services, Customer Support, or a similar customer-facing role.
• Strong problem-solving and organizational skills.
• Customer-focused mindset with a proactive approach.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Good knowledge of Microsoft Office applications.
• Excellent Italian and English, both written and spoken.

What We Offer

• Permanent employment contract (Contratto a Tempo Indeterminato).
• Full-time position, Monday to Friday, from 9:30 AM to 6:30 PM.
• A dynamic and international work environment.
• Opportunities for professional growth and development.
• Exposure to cross-functional teams and global stakeholders.
• A collaborative, inclusive, and customer-focused culture.
• Hybrid working opportunities, where applicable. 

Location: Vimodrone (MI)

Employee Type:

Permanent

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