Customer Service Specialist

13 Minutes ago • 1-2 Years

Customer Service

Job Description

Wolters Kluwer Italia is seeking a Technical Customer Service Support Specialist for its Legal & Regulatory division in Florence (Osmannoro). The role involves managing customer support tickets, understanding client needs, providing solutions, building customer relationships, monitoring results, and collaborating with the team. The specialist will provide product information, phone support, handle complaints, and ensure customer satisfaction, utilizing tools like Microsoft Devops and SalesForce.

Must Have:

Manage support tickets, understand client needs, and present solutions.
Develop strategies to resolve customer issues with a consultative approach.
Build and maintain customer relationships for loyalty.
Monitor customer results, manage expectations, and propose improvements.
Collaborate with the team for ticket resolution and request filtering.
Provide precise information on product solutions.
Offer telephone support for product-related requests.
Handle customer complaints effectively.
Ensure complete customer satisfaction.
Utilize Microsoft Devops for item management.
Manage tickets within SalesForce.
Possess a technical/IT diploma or technical-management degree.
Demonstrate knowledge of main databases (Postgresql, Oracle, MS SQL).
Good understanding of software analysis and functional specification.
Have 1-2 years of experience in similar roles.
Excellent written and oral Italian language skills.
Proficiency in English.
Excellent command of Microsoft Word and Excel.

Perks:

People Care: attention and care towards the work environment, people, and their individual and professional growth.
Continuous training: access to qualified technological training platforms, #GROW program, knowledge sharing communities, personalized IT paths.
International and interfunctional projects: possibility to participate in international projects for knowledge and idea exchange.
Agile work methodology in a collaborative, informal, and open environment.
Hybrid work mode.
Flexible hours to ensure work-life balance.
Meal vouchers worth 8 euros.
Online well-being programs.
Welfare platform open to all employees.

Add these skills to join the top 1% applicants for this job

communication

excel

event-management

oracle

game-texts

agile-development

salesforce

postgresql

sql

The selected resource will be responsible for:

Managing tickets arriving at the assistance service: understanding customer objectives, anticipating their needs, and presenting adequate solutions.
Creating strategies to answer customer questions and solve problems, through a consultative approach.
Developing a relationship with the customer, aimed at loyalty.
Monitoring customer results to ensure high-quality service, proactively managing expectations and proposing any improvements.
Interacting with the team for ticket resolution, filtering customer requests.

Main activities

Providing precise information on the various product solutions;
Performing telephone support for ordinary and extraordinary requests related to the product under assistance, eventually referring requests to more appropriate functions;
Maintaining active relationships with customers;
Managing complaints;
Ensuring full customer satisfaction.
The resource will regularly use tools such as Microsoft Devops for entering, searching, and monitoring registered items.
Registering and managing tickets in the SalesForce environment.

Requirements

Technical/IT diploma; OR a degree, preferably in technical-management;
Decent knowledge of main Databases (Postgresql, Oracle, MS SQL, Etc.);
Good knowledge of software analysis techniques and functional specification definition;
Experience (gained in similar activities) of at least 1-2 years;
Excellent knowledge of the Italian language, both written and oral;
Knowledge of the English language;
Excellent knowledge of Word and Excel applications;
Excellent communication skills and predisposition to interpersonal relationships;
Excellent stress and unforeseen event management;
Results orientation.

What We Offer

We work in a rapidly expanding multinational context and provide our teams with:

People Care: attention and care towards the work environment, people, and their individual and professional growth within the Technology organization.
Continuous training:
Access to the most qualified technological training platforms;
Access to quality training paths through the internal #GROW program;
Knowledge sharing communities;
Programming of personalized IT paths.
International and interfunctional projects: possibility to participate in international projects to ensure the exchange of knowledge and ideas.
Work methodology: Agile operational mode in a collaborative, informal, and open work environment for the exchange of ideas.
Benefits
Hybrid work mode;
Flexible hours to ensure work-life balance;
Meal vouchers worth 8 euros;
Online well-being programs;
Welfare platform open to all employees.
Workplace
Smart working
#winasateam
#wolterskluweritalia
#LI-Hybrid