Ketty De Santis

• Troubleshooting and resolving customer requests (DE, ENG, IT, FR).
• Constantly checking, amending and creating canned responses and Confluence pages to ensure their content is always up-to-date with the new procedures.
• Liaising with the customer success team, the product team and the tech-team to identify and escalate bugs or other technical issues that require attention.
• Sharing customer feedbacks with the product team to improve the user experience.

• Dealing with police cases, accident cases, GDPR requests and legal cases.
• Creating, maintaining and improving internal Customer Care processes to better respond to customer requests (update FAQs, macros, feedback to cross-functional teams, etc.).
• Being the point of contact on level 2 escalations and acting as a support partner to cross-functional team members.
• Partnering with customer care peers (both internal and external) to ensure a consistent and high-quality level of support.

• Supporting property owners and estate agents collecting all the official documents by getting in contact with the related offices. Attentive check of the documents to prove if they meet the bureaucratic requirements before sorting them in the system.
• Followed-through on all critical inter-departmental escalations.
• Inbound calls: assisting possible buyers navigating the website, giving them information about the properties and getting in touch with the estate agents so that they can schedule viewing appointments.

• Answering to public posts on social media channels (Facebook and Twitter) and solving customers' issues in the best way in the shortest time possible so to avoid further escalations.
• Back Office support handling financial enquiries and courier investigations.
• Supporting team leaders with the floor and with the training of new colleagues.

• Monitoring emails and calls daily to ensure that due procedures and quality standards are strictly adhered to.
• Conducting regular review of all call center agents performance and organize training sessions for under performers.
• Submitting regular reports to management and seek new ideas and strategies to improve performance at the center.

• Providing support to customers, resolving queries and complaints via phone calls, emails and social media.
• Ensuring a high level service through tailored written communication, with a focus on quality and customer retention.
• Offering fashion and style advice to international clientele.

• Processing telephone enquiries.
• Checking in patients, planning appointments for doctors and physiotherapists.
• Managing payments and accounting.

Supporting vulnerable young mothers and their children with tasks such as meal preparation, grocery shopping and trips to hospital appointments etc.