At METLEN Energy & Metals, we are catalysts for a sustainable future, positioned at the forefront of the energy transition while being a reference point for competitive green metallurgy at both the European and global levels. We are a global industrial and energy company operating across two highly interconnected and complementary sectors: Energy and Metals. With a consolidated turnover of €5,683 million and an EBITDA of €1,080 million, along with a workforce of over 7,627 dedicated individuals, we drive success through cutting-edge technology and diverse talent.
We are committed to embracing new state-of-the-art technologies and advancements, propelling us towards a cleaner, brighter tomorrow. Our positive footprint extends across five continents, creating a lasting impact. At METLEN, we foster a culture of resilience, challenge, respect, excellence, and change, empowering our diverse workforce to achieve remarkable outcomes.
We are currently looking for a CBM Retention Agent (Back Office). to join our B2C Team part of our M Energy Customer Solution Division in our Paiania Offices.
By joining this role, you will contribute significantly to customer retention by providing vital back-office, administrative, and operational support to the Retention Frontline Agent team. You will be responsible for managing customer retention requests across multiple channels, maintaining accurate CRM records, coordinating with internal departments, and ensuring timely follow-ups on offers and approvals. Your work will play a critical role in optimizing internal processes, enhancing customer satisfaction, and supporting long-term loyalty in alignment with company policies and data privacy standards.
Your Role Will Encompass:
- Providing back office, administrative, and operational support to the Retention Frontline Agent team.
- Processing and managing customer retention requests received through various channels (email, CRM, phone calls, etc.).
- Maintaining accurate records of retention activities and customer interactions in the CRM system.
- Coordinating with other departments (e.g., Customer Relations, Billing) to resolve issues that may impact customer retention.
- Following up on retention offers and approvals.
- Ensuring compliance with company policies and data privacy regulations.
What You Bring to the Role:
- Bachelor's degree in a related field.
- 1+ years of experience in call center operations, preferably in a customer-facing role.
- Strong communication and interpersonal skills.
- A customer-centric approach with proven sales skills.
- Goal-oriented mindset with high levels of self-motivation and perseverance.
- Team spirit and adaptability in a fast-paced environment.
- Proficiency in MS Office (Word, Excel); experience with reporting and dashboards (e.g., BI tools) is a plus.
- Ability to remain calm and focused while handling complex customer interactions.
Share the same Value Based Behaviors:
- People & Personal growth.
- Results orientation & Safety excellence.
- Collaboration & Trust.
- Empathy & Effective communication.
- Flexibility & Adaptability.
Your Benefits:
- Competitive remuneration package.
- Ticket Restaurant.
- Preferential household electricity plan.
- Group Health Insurance program.
- Pension Plan.
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At Metlen Energy & Metals we are proud to have Diversity and Inclusion at the centre of everything we do. We are committed to Equal Employment Opportunity regardless of race, colour, national origin, ethnicity, gender, age, disability, sexual orientation, gender identity or religion.