Customer Settlement Expert

As a Customer Settlement Expert, you will take ownership of our most complex and critical customer cases, from pre- to post-installation. You will step in when Account Management or Customer Care cannot resolve an issue through standard processes. Your mission is to coordinate the right stakeholders and find fast, effective, and cost-conscious solutions, ensuring the highest possible customer satisfaction.

Responsibilities

Own and resolve complex and escalated customer cases from start to finish; Manage technical, operational, financial, and legal aspects of assigned cases; Act as the main point of contact for customers during critical situations; Coordinate with Operations, Finance, Supply Chain, Legal, Installation Partners, and Sales; Identify root causes and define clear action plans to reach a resolution quickly; Find pragmatic solutions that balance customer satisfaction and company interests; Ensure continuous follow-up until each case is fully resolved; Identify recurring issues and contribute to improving internal processes

Requirements

Experience in Customer Operations, Account Management, Customer Care, Escalation or Complaint Management, or a similar role; Strong problem-solving and stakeholder management skills; Excellent communication and negotiation skills; High level of ownership and ability to handle challenging customer situations; Pragmatic, customer-focused, and solution-oriented mindset; Italian fluency at C1/C2 level is required

Nice to have

Good command of English