Customer Care Specialist

  • Walliance
  • Milan, Italy

Customer Care Specialist

Job description

About Walliance

We’re an Italy-based startup and the fastest-growing real estate investment platform in Europe. With real estate at the core of the business, Walliance delivers to investors real estate investments all over the world.

A job where you'll be challenged and have the most fun working in through tech-enabled experiences.

Your Work-life Opportunity

A Customer Care Specialist will act as a liaison, provide product/services information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CCS are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and this CCS can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigating if they don’t have enough information to resolve customer complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. In addition, understanding what customers’ current needs are and anticipating what customers’ future needs might be, and sharing these with the entire marketing team is important to grow the company and its employees.

You will be part of a team where you can

  • Manage large amounts of incoming calls and chats (both from customers and leads)

  • Identify and assess customers’ needs to achieve satisfaction

  • Build sustainable relationships and trust with customer accounts through open and interactive communication

  • Provide accurate, valid, and complete information by using the right methods/tools

  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

  • Keep records of customer interactions, process customer accounts, and file documents

  • Follow communication procedures, guidelines, and policies

  • Manage quality and consistency of data, train users, generate reports and

  • input data to support organization initiatives

  • Spearhead cross-functional BTA CRM task force and work across all departments to help them maintain timely, accurate, and uniform documentation of all records in the CRM system

  • Manage partner relationship with CRM company 

  • Update and maintain stakeholder records within the CRM system

  • Provide timely insights and analytical support to different internal business stakeholders (including sales, marketing and other departments) to support effective business decision-making

Your Profile and Mindset

  • Problem-solving attitude and solution-oriented approach

  • Ability to multi-task and take responsibility in stressful situations

  • Ability to work independently, with an ambition to contribute to the project and improve existing processes

  • Hungry to change the world starting from changing the real estate experience

  • Interested in Fintech and alternative investments with a focus on Italian and EU markets

Job benefits

  • Full-time salary around 27k RAL

  • Top-class equipment incl. MacBook, screen, keyboard, and mouse

  • Your own Walliance t-shirt and backpack

  • Attractive Relocation package (if applicable ;))

  • A budget to spend on learning and self-improvement through conferences, books, and classes

  • Possibility to spend time across Walliance offices and to fly to conferences around the world where Walliance is participating

  • Professional development

Requirements

  • Bachelor's/ Master’s Degree in a Marketing and Communication field

  • Previous experience as Customer Support Specialist, Client Service Specialist, CRM specialist experience is preferred

  • Experience in a analytical role (ideal backgrounds include: a similar business analyst role in hospitality, marketing agency, web company, data-base management, CRM administrator, or other data strategy type positions) is preferred

  • Excellent written and spoken Italian and English

  • Fluent in French

  • Weekends and holidays availability

  • Track record of over-achieving quota

  • Strong phone contact handling skills and active listening