Customer HyperCare Co-ordinator with Italian
Position Summary:
Our HyperCare Team is developed to be the first point of contact for external leads coming into our Industrial EMEIA Business Segment. Our mission is to offer a timely response to all incoming web enquiries delivering a positive customer experience across our business line driving positive Net Promoter Score.
Key to this role will be the ability to nurture new leads into the business from enquiry to opportunity status and increase customer satisfaction through the Net Promoter Score.
Your Responsibilities:
- Inbound Leads: First responder for leads received through the website. Will qualify the lead and hand-off proactively to the appropriate sales manager based on standard work in place delivering a positive customer experience at all times
- Website Support: First responder for website chat functionality ensuring a timely response to all enquiries
- Supporting initiatives to enhance the company’s NPS score, creating a positive experience for all types of inbound enquiries into the organization
- Opportunity Follow ups: Ensuring all warm enquires in the business are passed onto the correct team and following up until win /lose status.
- Prospect Contacts (Cold Leads): Make outbound calls to cold leads collected through website, webinars or other means
- Managing the CRM system (Salesforce) and ensuring the database is managed effectively and monitoring conversion rates to identify opportunities for improvement
- Support the Customer HyperCare manager on specific sales / marketing or PR projects as directed
Our requirements
- Previous experience in Customer Service/Help Desk or Telemarketing
- Determined and results oriented
- Languages: English C1/C2. Second language C1/C2 (Italian)
What we offer
- A Competitive Salary
- Annual Bonus
- Equity plan for new hires
- Private Medical Care
- Cafeteria / Holiday subsidy
- Flexible Working Hours (hybrid)
- Stable working environment, focusing on long-term cooperation
- Technical, Professional, and Skills Training
- International working environment