Customer Service Adr Specialist Lazio

Customer Service Adr Specialist
Roma
Lazio, Lazio

Mission and main objectives**:

The resource has to manage ADR (Alternative dispute resolution), CL (Customer Litigation), TI (Thermal incident), PL (Product Liability) and to support Customer Service team for all communication to the customer when it is possible a future legal issue.

Regarding Data Subject GDPR requests, he/she has to manage them according to guidelines defined by NITA and NAE DPO, monitoring legal deadlines.

**Main tasks and responsibilities**:

- Operate in compliance with customer service centre back office processes/procedures and rules according to NAE and NITA standard.

- Identify and propose legal solution and deal with lawyers, customer (PL/TI), external suppliers (Tokyo Marine/Gastaldi) and dealers with reference to legal claim/ADR/CL/TI/PL, ask for internal approval (DOA), draft, propose and complete settlement;

- Manage goodwill budget according to local guide supplied by the Manager;

- Support Customer Service team to manage most critical complaints;

- Manage complaints in order to avoid legal issue and minimizing spending;

- Supporting DPO on Data Subject requests pushing on relevant departments in order to properly reply to customer requests respecting GDPR deadline;

- Manage SIEBEL GDPR Data Subject request;

- On demand reporting.

**KPIs**:

1st Customer Contact< 1 Business Day (Status=open);

BO Customer Satisfaction Score;

Legal cases closed in Salesforce (Excluding TI & PL).

**Education**:

Fluent English and Italian Regional language required.

Capena Roma Italy