Italy Certification Customer Care Advisor - Maternity Leave

Italy Certification Customer Care Advisor - Maternity Leave

The role is within the Mediterranean & Africa Certification Division, based in Augusta, Firenze, Roma or Verona, Italy.

Mission The Customer Care Advisor provides structured, day‑to‑day customer support within a defined operational framework. The role manages standard customer requests, ensures timely and accurate responses, and supports internal teams with routine service and administrative activities. The position operates within established procedures and guidelines, requiring applied knowledge of customer service processes.

Key Accountabilities Customer Support & Service Delivery

Manage customer requests through multiple channels (email, phone, and internal systems), ensuring timely and accurate responses.

Provide standard information and solutions in line with established procedures and service guidelines.

Record, track, and maintain customer interactions within CRM and ticketing systems, escalating complex issues to the appropriate teams when required.

Operational & Administrative Support

Perform routine administrative activities related to customer cases, orders, and service documentation.

Maintain accurate and up‑to‑date customer data across relevant systems.

Support the preparation of basic operational reports, logs, and documentation.

Compliance & Quality

Ensure all activities are carried out in accordance with defined processes, policies, and quality standards.

Maintain data accuracy, consistency, and completeness across systems.

Contribute to customer satisfaction by delivering service in line with established customer care standards.

Internal Collaboration

Collaborate with internal functions, including Operations, Sales Support, and Logistics, to ensure effective handling of customer requests.

Support the resolution of routine operational issues and identify recurring concerns for escalation and review.

Scope & Impact

Operates within clearly defined processes and operational guidelines.

Focuses on the efficient execution of day‑to‑day activities with limited decision‑making authority.

Contributes to service continuity and customer satisfaction through accurate and timely task execution.

Education

Bachelor’s Degree in Business Administration, Finance, Management or other.

High School Diploma or GED.

Qualifications Experience

0–3 years of experience in Customer Service, Administrative Support, or similar operational roles.

Previous experience in structured, process‑driven environments is preferred.

Knowledge of Salesforce or similar CRM tools is considered an advantage.

Core Skills

Strong customer focus and effective communication skills.

High attention to detail and accuracy in data and information management.

Ability to work within established procedures and service standards.

Problem‑solving mindset with the ability to identify issues and elevate when appropriate.

Team‑oriented approach and strong collaboration skills.

Autonomy & Reporting

Operates within defined processes and guidelines, with regular supervision and support.

Independently manages routine activities and customer requests.

Escalates non‑standard or complex issues to senior team members.

Competencies

DOMAIN & BUSINESS ACUMEN – Applying a scientific approach and critical thinking in operations and solution development within area of expertise.

FORESIGHT & INSIGHT – Context awareness adopting a systemic perspective and informed decision making.

INTERPERSONAL INFLUENCE – Skills and strategies we use to interact effectively with others.

PERSONAL EMPOWERMENT – Ownership for life, work and results, striving to grow professionally and personally.

WORKPLACE DYNAMICS – Resourcefulness in shaping progress and working efficiently.

Compensation Data The salary range and job grade for this position are defined based on objective, role‑related criteria, and responsibilities in accordance with

CCNL RINA

(CNEL code I480). The gross annual salary range is between

€25,000 and €28,000

and will be finally defined on candidate’s professional experience, qualifications, competencies, and overall alignment with the role. In addition, an annual variable compensation component is provided, based on both Company and individual performance objectives in accordance with the current policies and collective agreements. The overall compensation package is complemented by the Company’s welfare.

At RINA, we endeavor to create a work environment where every single person is valued and encouraged to develop new ideas. We provide equal employment opportunities and are committed to creating a workplace where everyone feels respected and safe from discrimination or harassment of any kind. We are also compliant to the Italian Law n. 68/99.

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