Customer Interaction Consultant with Italian

[b]PURPOSE AND OBJECTIVES[/b]
This is a unique opportunity to be part of a team that supports SAP® customers within an organization that interfaces between the customer and technical support across Europe, the Middle East, Africa, the United States, and Canada.

[b]EXPECTATIONS AND TASKS[/b]
– Manage customer expectations in accordance with established SAP processes and procedures.
– Evaluate (from a commercial perspective) how the customer’s technical issue affects daily business processes.
– Engage the appropriate stakeholders to ensure that critical customer cases are resolved effectively and in a timely manner.
– Assist the customer with queries relating to system access and downloading software.
– Proactively position service entitlements to customers in line with their SAP contract agreement.

[b]EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES[/b]

– Fluency in English & Italian.
– Collaborative approach to work with others to achieve group goals; ability to energize people to work together to accomplish business results.
– Willingness to take personal responsibility to ensure external and internal customer satisfaction despite time pressure.
– Ability to build relationships and develop rapport internally and with external clients.
– Commitment to continuous updating of knowledge of current systems and technology by reviewing materials and consulting internal or external experts.
– Recognition of and action on opportunities to address present problems and work toward a resolution.
– Flexibility with working hours.

[b]WORK EXPERIENCE[/b]
– Minimum of two years of experience in a customer service role.