Back Office Specialist

## About the Role The Back Office Specialist role at MET Group is a critical component of the company's operations in Italy, focusing on providing exceptional customer service, managing incoming requests, and optimizing internal processes. This position requires a unique blend of technical skills, particularly in Salesforce and Excel, and soft skills, such as excellent communication and problem-solving abilities. The successful candidate will be part of a dynamic team and will have the opportunity to contribute to the growth and success of the company.

The role entails a significant amount of interaction with customers and internal stakeholders, requiring the ability to work under pressure and manage multiple tasks simultaneously. Given the international nature of MET Group, fluency in Italian and English is essential, along with a willingness to adapt to changing situations and priorities. The company prides itself on its open and informal culture, encouraging autonomy, innovation, and continuous improvement.

As a Back Office Specialist, you will be responsible for identifying areas of optimization and presenting structured suggestions to the Back Office Manager. This involves a deep understanding of customer needs, regulatory requirements, and best practices in managing customer complaints and requests. Your insights will contribute to the development of customer service policies and procedures, ensuring that MET Group maintains its high standards of customer satisfaction.

## What You Will Do - Provide outstanding support to customers and sales agencies, handling incoming requests and complaints in a professional and timely manner.

• Solve requests using established procedures and collaborate with other internal teams to find solutions that meet customer needs.
• Track all requests until resolution in the CRM (Salesforce), maintaining accurate records of actions and discussions.
• Respond to all incoming requests in a timely manner, achieving agreed customer service levels and standards.
• Provide feedback to management on problematic cases and areas for continuous improvement, considering customer needs and requests.
• Take the initiative to develop solutions in the areas of process and IT to streamline processes and optimize the customer experience.
• Comprehend the needs and requirements of customers to bring strategic value to them and promote customer needs as the key driver for business goals and initiatives.
• Identify customer service trends and contribute to the development of customer service policies and procedures.
• Collaborate with other departments to ensure seamless customer experience and resolve complex issues.
• Analyze data to identify areas of improvement in customer service and process efficiency.
• Develop and maintain reports to track customer service metrics and performance.

## What We Are Looking For - Minimum 5 years of experience in similar roles within the energy sector (power and/or gas companies).

• Knowledge of energy regulatory requirements and best practices for managing customer complaints and requests.
• Excellent skills to deal with clients and to act under pressure.
• Outstanding verbal and written communication, active listening skills.
• Strong problem-solving skills, attention to detail, and critical thinking.
• Helpful and proactive manner with a customer service orientation.
• Accuracy and attention to detail; hands-on approach and ability to simultaneously control multiple tasks.
• Flexible and able to adapt to rapidly changing situations and priorities.
• Well-organized, autonomous with time management and planning skills.
• Fluent in Italian and English.
• Proficient in MS Office, with advanced skills in Excel and Outlook.

## Nice to Have - Experience with CRM systems, particularly Salesforce.

• Knowledge of IT systems and processes to streamline customer service operations.
• Certification in customer service or a related field.
• Experience in an international environment, with knowledge of multiple markets and regulatory frameworks.

## Benefits and Perks - Opportunity to work with a dynamic, innovative growth company that encourages autonomy and contribution to strategy.

• International environment with opportunities to share knowledge and work with colleagues from other MET subsidiaries.
• Open and informal culture that trusts employees to get the job done.
• Plenty of autonomy in your role, with the freedom to take initiative and make a significant impact.
• Professional development opportunities, with the chance to grow within the company.
• Competitive compensation package, reflective of your skills and experience.
• Access to state-of-the-art tools and technologies to support your work.
• Remote work options, with flexible working hours to balance your professional and personal life.

- Highlight your customer service experience: Emphasize your background in handling customer requests and complaints, and how you've improved customer satisfaction in previous roles.

• Showcase your technical skills: Ensure your proficiency in Salesforce, Excel, and MS Office is evident, as these are crucial tools for the position.
• Demonstrate problem-solving skills: Provide examples of complex issues you've resolved, focusing on your approach to problem-solving and collaboration with teams.
• Be prepared to discuss process optimization: Think about how you can contribute to streamlining processes and improving the customer experience, and be ready to present your ideas.
• Research MET Group's culture and values: Understand the company's emphasis on innovation, customer-centricity, and teamwork to show your alignment with their mission and values.
• Prepare questions for the interview: Come up with thoughtful questions about the role, the team, and the company's future plans to demonstrate your interest and engagement.
• Negotiate based on your research: If the salary is not disclosed, research the market rate for similar positions and be prepared to negotiate your compensation package based on your skills and experience.