Back Office Specialist at MET Group in Italy

companyDescription MET Group is an integrated European energy company, headquartered in Switzerland, with activities in natural gas and power, focused on multi-commodity wholesale, trading and sales, as well as energy infrastructure and industrial assets. METGroup is present in 30 national gas markets and 39 international trading hubs. The Group has a significant end-consumer presence in Croatia, Italy, Hungary, Romania, Slovakia, and Spain. METGroup has 1000+ permanent staff. The company is owned 90% by MET employees and 10% by Keppel Infrastructure, a wholly owned subsidiary of  Keppel Corporation*. MET Energia Italia is the Italian subsidiary or MET Group, an integrated European energy company, headquartered in Switzerland and active in 16 EU countries, with activities in natural gas, power and renewables, focused on multi-commodity trading and sales, as well as renewables and Energy Efficiency Solutions. After its start up in 2017, MET Energia Italia has now reached a position among the top 20 energy players in the country. MET Energia Italia’s mission is to become a leading market player by implementing innovation in the Italian energy market. We are a boutique of energy professionals who, thanks to our expertise and hard work, have been able to establish a competitive and highly optimized business in a few years. We are determined to take our success story even further, so we strive to attract highly talented people that are ready to give their best every day and that are eager to continuously develop their skills by taking on big challenges. jobDescription As we continue to evolve our client portfolio and expand, MET Energia Italia is now looking for a talented Back Office Specialist, who will be contributing to the growth of the company in the Italian market. Within your first weeks you will receive a full training on the job so you have to be an eager learner in order to build your competencies that will render you independent. But we do not bring people aboard just to replicate what we already do, so at the same time you will have to identify potential areas of optimization and present your suggestions in a structured manner to the Back Office Manager. Step by step you will take on several activities that are part of the main duties in a Back Office role, bringing your invaluable contribution to our daily operations: Provide outstanding support to our customers and sales agencies, handling incoming requests and complaints; Solve requests using established procedures and collaborating with other internal teams, always going the extra mile to find solutions outside of the defined instructions/parameters; Track all requests until resolution in the CRM (Salesforce), maintaining accurate records about necessary 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 by taking into consideration customer needs and requests; Take the initiative to develop solutions in the areas of process and IT to streamline processes and to optimise the customer experience Comprehend the needs and requirements of customers in order to bring strategic value to them; Promote customer needs as the key driver for business goals and initiative; Identify customer service trends and contribute to the development of customer service policies and procedures. Be active and ready to take on new challenges in other areas of MET should this become your desire qualifications Minimum 3 years in similar roles in other Energy (power and/or gas) companies Knowledge of the 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 details; Hands-on approach and able 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. additionalInformation In this role, you will have the opportunity to make a big impact to the overall results of the company. You will be part of a dynamic, innovative growth company which embraces new ideas and encourages everyone to contribute to our strategy. We have an open, informal culture and we trust our people to get the job done - so we will also give you plenty of autonomy. You will be working in an international environment which creates opportunities to share knowledge and work together with colleagues from other MET subsidiaries, mainly from the Swiss office.