Cx Agent With Italian And English (Prague) Milano

Cx Agent With Italian And English (Prague)
Milano
Lombardia, Milano

Seniority Level: Entry level

Talent

The Purpose:

The Customer Experience (CX) Agent is the first point of contact for our external customers ON/OFF Trade and our internal stakeholders.

He/She is responsible for customer relationship management, coordinating all requests and complaints, and is owner end-to-end of the order-to-delivery flow (O2D): from processing incoming orders to the creation of the delivery that is sent to our third party logistics provider.

You will be responsible for a sales area either in on

- or off-trade.

By following-up on open issues and the provision of first level solutions he/she is constantly increasing customer satisfaction.

He/she is managing ticketing tool, providing regular update on it.

He/she provide regular feedback of KPIs and SLA to the CX Manager.

At AB InBev, dreaming big is what we do.

Brewing the world's most loved beers, building iconic brands like Budweiser, Stella Artois, Corona and crafting meaningful moments are what inspire us.

We're a team of passionate owners who aren't afraid to dream big because we know that together, we can achieve anything.

To build a more sustainable, inclusive and rewarding future.

Turning any challenge into an opportunity.

So let's take on the challenge together.

Cheers to dreaming big!

What will you be doing:

- Perform daily routines on order input and allocation, following up on OOS and managing returns

- Manage customer accounts and follow-up on open issues, notify customers proactively about relevant topics

- Solve incoming requests directly with customers for defined activities, for example perform requested order changes.

Solve incoming tickets like, moving delivery dates, analyze ad-hoc requests balancing cost & benefit, provide proper information to management to be able to take a final decision

- Receive, check and manage incoming complaints from customers for order related issues.

Pursue solution in accordance with third-party logistics provider, credit team and account managers

- Monitor and increase customer satisfaction by increasing service level offered and continuously identify opportunities for improvement of services

- Work with our third party logistics provider and manage delays, unloading slots and kegs returns

- Drive initiative of order automations and process improvements through robotics and macros.

Follow operations excellence guidelines based on LCP requirements

- Ensure that all requests and inquiries are resolved within agreed KPIs and SL

What you'll bring:

- University degree in business studies or relevant working experience, some experience in customer service or operations for FMCG companies is a plus

- Experience in managing customer relationships

- Knowledge of MS Excel (formulae, pivot)

- Knowledge of SAP is a plus

- Knowledge of Salesforce or other CRM platforms is a plus

- Good relationship skills (team-, sales

- and customer-oriented)

- Good interpersonal and communication skills

- Problem solving behavior

- Time management and prioritization skills

- Good command of Italian and English (written and oral)

What you can expect from us:

In this role, you'll have the potential to transform our business and your career.

You'll get the support and mentor you need to succeed.

We're a meritocracy, with plenty of room for growth and development, so you know your hard work will be rewarded.

We encourage you to think big and go after your goals.

You'll get to be creative, work with international teams so you can build a global network and have direct control over your career and where it takes you.

- We are building a team that's more supportive, more inclusive and more collaborative.

A team that's diverse in background, skills and experience. _

- As the leading global brewer, we are committed to bringing people together for a better - and more equal - world.

A more equal world starts when everyone can thrive.

At AB InBev we value the diversity of cultures, perspectives, skills and experiences within our workforce, and we strongly encourage women, people of colour, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. _

LI-ABI ZoneEUR