Inbound Call Center Consultant at A2A Energia, providing customer care and commercial solutions in Milan. Engaging in customer inquiries related to energy billing and services.
About the role
- Manage the lifecycle of agent relationships for a top U.S. insurance provider. Focus on onboarding, compliance, and exceptional service for independent agents in a collaborative environment.
Responsibilities
- Process requests of varying complexity related to agent contracts, commission schedules, licenses, appointments, product authority, system access, and terminations.
- Prioritize work items from queues based on service level agreements.
- Ensure compliance with internal procedures and regulatory standards.
- Communicate effectively with stakeholders to gather missing information and resolve issues.
- Update internal systems to reflect work activity and customer interactions.
- Support large account and network requests, including direct contact and meetings with accounts.
- Recommend and help implement process and system improvements to enhance efficiency and customer experience.
- Identify and report system defects; support testing of transactions as assigned.
- Handle inbound calls and provide high-quality service across channels.
- Meet department standards for service quality, volume, and efficiency.
Requirements
- 2–3 years of service-related experience.
- Strong customer service and problem-solving skills (4–6 years).
- Excellent verbal and written communication skills (4–6 years).
- Self-motivated and detail-oriented.
- Proficiency in:
- Power BI (entry level)
- Excel (entry level)
- Microsoft Office Suite (entry level)
- ACE system (entry level)
- Ability to work independently and collaboratively in a fast-paced environment.
- Commitment to continuous improvement and learning.
Benefits
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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