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Italian Speaking Customer Service Advisor

4 months ago

Remote, United Kingdom Foundever Full time

**Required Language**
Italian

**Employment Type**
Full time

**Contract Type**
Permanent

**Description**

**About Foundever ??**

**Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.**

**Italian Speaking Customer Service Advisor - Financial Services**

**PURPOSE**:
The team currently operate 8am - 10pm **Monday to Sunday**, but please keep in mind business needs can change and in turn so can the shift patterns you will be required to work.

What we can offer you...
- 37.5 hours contract Mon-Sun 8am - 10pm
- 4 weeks training consisting of classroom style courses and side-by-side with an experienced Customer Service Representative
- Perks: employee benefits scheme that works with the best UK retailers
- Learning and Development courses
- Career opportunities within the account

**RESPONSIBILITIES AND END RESULTS**
- Researching and reviewing company expenditure and usage of self-service tool known as MiVision.
- Working closely with the accounts Regional Sales Managers to discuss each individual client and how best to support them.
- Outbound calling to identify customer's needs and potential opportunities, passing warm sales leads back to the account
- Providing general product information.
- Promoting the benefits of MiVision and the self-service options it can fulfil.
- Dealing with enquiries related to the client's product range, whilst providing a high standard of service.
- Working closely with the Corporate Cards team if follow up is required.
- To develop and maintain a full technical knowledge of client products and services.
- To deal with all correspondence as requested/required.
- Diarising and logging of all calls accurately to ensure follow up calls are completed as and when needed.

**Planning and Organising**
- Post holders will be expected to organise and schedule administration and call activities on a daily, weekly and recurring basis.

**Decision Making**
- Post holders will have to advise customers of the most appropriate options/solution.
- Post holders will have to use their own initiative to decide if a problem/query should be escalated.

**Supervision**
- Minimum supervision is required but is readily available.
- On a regular basis, calls are monitored to provide information relating to the individual's performance.

**Communication**
- With customers of the client who work closely with and utilise their product.
- With Sales Managers and client contacts to discuss call outputs.
- With the team for advice and consultation.
- Supervisor to pass on information regarding a customer

**EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED**
- Fluent in English and Italian
- Previous experience in customer service, preferably in the financial industry
- Computer literate: Word-processing, Excel, internet and general systems usage
- Ability to work under pressure, detail oriented and flexible
- Strong interpersonal, communication and customer service skills
- Initiative, ability to multitask and prioritise
- Experience in cards business or an interest in financial matters highly valued, although not essential
- Sense of urgency and responsibility required
- Problem solving and conflict resolution
- Effectively prioritise time & manage work to deadlines
- Take ownership of issues and liaise with the client and internal Operations to resolve
- Ability to work in a pressured environment and multi-task is essential
- Must be proactive and prepared to investigate issues off own initiative with the minimum of information.
- Excellent communication skills & ability to communicate at all levels Self-motivated and demonstrate high level of initiative
- Display a high level of attention to detail

Subject to Disclosure Scotland and credit check

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