Customer Care Specialist

Modena • Stage Post laurea • Servizio Clienti
Maserati logo
Description

The Customer Care Intern reports directly to the Global Customer Care & CRM Manager, and is responsible for:

·  Customer cases and follow up on complaints through to resolution

·  Monitor and guarantee the Maserati Customer Satisfaction

·  Improve effectiveness of the Customer Care processes

·  Represent the Maserati brand and company with our customers

 

Main activities

·  Customer Cases management (info request, complaint, dislike, legal, positive feedback) working with call center, other departments and network

·  Measure customer satisfaction (CSI Aftersales Program) and improve customer services

·  Support the Call Center monitoring their performances

·  Support the definition of customer care & service procedures, processes and policies

·  Keep accurate records and document customer service actions and discussions

 

 

Requirements

 

· University degree (preferable in language, economics or humanistic)

· English proficiency, knowledge of other languages is a plus

· Office Package knowledge (excel, power points – mandatory)

· Strong client-facing and communication skills

· Interpersonal attitudes

· Customer service orientation

· Passion for cars and good knowledge of Maserati product and of the auto business

 

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