Team Care Agent (Sost. Maternità)

REQ-10098346
24/06/2025
Contact Center
Milan, Italy
ING Bank

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Inserito nell’ambito del COO-Customer Contact Center e riportando al Customer Care Coordinator,

si occuperà di gestire end-to-end le manifestazioni di insoddisfazione/lamentele dei clienti pervenute dai vari canali di contatto Banca e legate principalmente ai processi di onboarding.

Nello specifico dovrà prendere in carico le segnalazioni assegnate, cercare di darne una risoluzione definitiva ed immediata e ove non fosse possibile dovrà indirizzarle correttamente verso gli Uffici interessati monitorandone l’andamento (ove necessario facendo anche push) ed aggiornando i clienti sull’andamento e sull’esito delle gestioni.

Principali Responsabilità

Prendere in carico le segnalazioni di lamentela pervenute ed assegnate
Analizzare la posizione dei clienti insoddisfatti individuando la problematica connessa
Dare risoluzione definitiva ed immediata della situazione
Indirizzare richieste verso i vari Uffici interessati ove necessario
Monitorare l’andamento della gestione
Aggiornare i clienti sull’andamento della gestione e sull’esito finale
Segnalare anomalie, evidenziare processi e/o procedure che vanno migliorati

Requisiti Richiesti

Buona conoscenza dei Prodotti e dei relativi processi
Ottima conoscenza del processo di onboarding dei Prodotti.
Capacità di analisi delle problematiche anche complesse
Spiccato problem solving
Abilità dell’abbinare velocità e qualità di gestione
Disponibilità a lavorare su turni secondo una matrice definita
Autonomia nell’organizzazione del proprio lavoro
Capacità di lavorare in Team
Predisposizione a lavorare per obiettivi
Padronanza del contatto telefonico outbound e dell’utilizzo dell’email.

Location: Milan (hybrid)

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional.

Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.

#doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world. ‘do your thing’ is about people being free to live the life they want to live, knowing that they will make their world a little better for it.

Do you think you are "a step ahead"? Apply now!

The benefits of joining ING

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

Super flexible smart working
Competitive base salaries and performance based bonuses
Diverse cultures & Innovative mindsets
International Environment
Commitment to sustainability
Lots of training development opportunities to help you grow
Lots of moments dedicated to physical and mental well-being
A special day off when it is your birthday: we call it #doyourbirthday!
And of course we can’t forget: free water & coffee at the office!

Our Commitment

Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.

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Your place of work Explore the area

Questions? Just ask
Elena Salvi

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ING’s vision is to unlock our people’s full potential through our inclusive culture where everyone has the opportunity to develop and have impact for our customers and society. To achieve this vision, our policies support diversity, equity, and inclusion. As an equal opportunity employer, we do not tolerate discrimination of any kind with regard to age, gender, gender identity, cultural background, experience, religion, race, ethnicity, disability, family responsibilities, sexual orientation, social origin, or any other status protected by applicable law. If you require any assistance or if we can accommodate you in any way when participating in our application and/or interview process, please email the recruiting contact listed for the relevant position. We will be happy to work with you to ensure a fair and accessible process. Read more about our commitment to diversity, inclusion and belonging here.