Customer Care & Implementation Specialist (Remote) Milano

Customer Care & Implementation Specialist (Remote)
Milano
Lombardia, Milano

About Us**:

We're BenefitHub, a global technology platform for employee and member benefits.

Our market-leading platform provides the employee benefits schemes for thousands of companies around the world, such as Amazon, Marriott, Walmart, UPS, and more.

Our HQ is in the USA, and we also have offices in India, Canada, Mexico, Ireland, Italy, Costa Rica and Colombia and the UK.

We're growing quickly around the world, and looking for bright, passionate, entrepreneurial, and excited people to join our team.

You'll be based in Italy, and working with our UK office, where you'll be joining a close-knit group with years of experience in the industry to support you.

**Position Summary**:

The Customer Care & Implementations Specialist will act as project lead during the implementation process to ensure a smooth implementation onto the various BenefitHub platforms.

Responsible for maintaining a project plan to ensure deadlines are met.

Interface directly with clients, Account Managers, Vendors, and internal departments to ensure adherence to established technical specifications, policies, practices and time frames. This role is also to provide amazing Customer Experiences while helping customers with questions on products, services, and issues, either being technical or a general issue.

Also, a Customer Care Representative is responsible for carrying out Company objectives when dealing with Customers.

The Company objectives are to increase participation, engagement, and help customers return for additional purchases.

The next item is for Customer Care Representatives to assist management with understanding the Top Customer Satisfaction needs and Customer trends.

**Key Duties & Responsibilities as Implementation Specialist**:

- Manage new client and partner implementation projects for all BenefitHub products

- Lead status calls and document meeting minutes.

- Create and maintain the implementation project plans and key dates

- Host site training sessions for clients, brokers and internal employees

- Work with client and marketing team to develop and execute a communication plan.

- Responsible for site configuration tasks:

- Creating new sites

Creating and updating home page content

Creating exclusive offer tiles.

**Key Duties & Responsibilities as Customer Care Specialist**:

- Handle customer inquiries and complaints

- Provide information about the products and services

- Troubleshoot and resolve product issues and concerns

- Document and update customer records based on interactions

- Develop and maintain a knowledge base of the evolving products and services

- Process Chat inquiries in the same fashion as inbound calls

- Maintain call and chat abandonment rate below 5%

- Answer calls and chat in less than 60 seconds

- When necessary be remote work ready

- Resolve customer issues on the first call

- Complete special assignments given by management

**Qualifications**:

- 1 to 3 years' experience implementing benefit admin services and/or health insurance products.

- Previous project management experience is strongly desirable.

- Training experience required.

- Ability to work on multiple priorities and/or projects simultaneously.

- Strong customer relationship skills with excellent verbal and written skills.

- Problem-solving abilities and ability to meet reasonable deadlines.

- Strong team player, ability to build positive and collaborative relationships within the organization and with customer personnel.

- Ability to work with little supervision.

- Previous experience of two years or more in customer service, sales, or other related fields

- Customer Care experience with Gift Cards/Credit Cards

- Experience in the voluntary benefits industry

- Bilingual in Italian & English strongly preferred or Italian native and English near native/fluent.

- Ability to build rapport with clients

- Ability to prioritize and multitask and manage time effectively

- Experience with Zendesk and PBX-change phone system

- Ability to type 40 wpm

- Proficient computer skills with the MS Office Suite

- Positive and professional demeanor

- Excellent written and verbal communication skills

- Comfortable working under pressure

- Ability to work remotely

**What's in it for you?

We're an employee benefits company, and we practice what we preach.

We offer a great package including:

- Attractive salary package

- Access to all BenefitHub discounts around the world

- Health cash plan

- Life assurance

Our core hours are 9. 00-17. 30.

However, for the right person, we're happy to consider flexible working.

**This is a remote position but must be based in Italy (preferably near Milan).

This role is a great opportunity to break into the tech world in a very exciting industry.

The company is well-established, but in Italy, we have an entrepreneurial, start-up feel.

We're a small, close-knit team where you can help make a big impact, and we can help you grow your career.