FRICON is an industrial company, part of an international group with worldwide prestige, whose purpose is to design, develop, produce and market refrigeration, conservation and freezing equipment, reflecting a clear focus on innovation, technology and sustainability.
Our strategy of sustained growth in recent years has allowed us to be in a relevant, consolidated and expanded position in the market.
We are currently looking to strengthen our Industrial Logistics team with a Claims Manager – Industry.
The profile we're looking for:
- Academic qualifications in areas such as: Administrative, Quality, Commercial;
- Proven experience in customer service or complaints management;
- Communication: communicating clearly and effectively, both verbally and in writing.
- Empathy and active listening: Knowing how to deal with dissatisfied customers, understanding their needs and offering solutions that meet their expectations.
- Problem solving: Ability to quickly identify the cause of a complaint and find creative and efficient solutions.
- Organization: Keeping organized records and ensuring that all processes are followed correctly and regularly.
- Knowledge of customer service tools: Experience with customer relationship management systems such as Salesforce, Zendesk, Freshdesk or similar.
- Proactivity: Ability to anticipate problems and act preventively to avoid critical situations with customers.
- Proficiency in a foreign language (English);
- Knowledge of Microsoft Office tools (Word, Excel, etc.).
Main responsibilities:
- Customer service: Attending to customers via telephone, e-mail, providing quick and effective solutions to queries, problems and requests.
- Complaints management: Receive, record and investigate customer complaints, ensuring a thorough analysis and an appropriate response
- Conflict resolution: Resolving complaints and problems in an empathetic manner, ensuring customer satisfaction, always aligning solutions with company policies.
- Case follow-up: Monitoring the progress of complaints and ensuring that all processes are followed through to resolution
- Documentation: Keep accurate and complete records of interactions with clients, following company protocols.
- Feedback Analysis: Collect feedback from customers on the service and solutions offered, in order to identify areas for improvement.
- Interdepartmental collaboration: Working closely with other teams to find effective solutions and prevent problems from recurring.
- Reporting and metrics: Track performance indicators (KPIs) related to customer service and complaint management, provide regular reports to company leadership.
