About InPost

InPost is a leading player in the consumer parcel delivery market. In Poland, they are successfully redesigning the last mile for e-commerce as the market leader. InPost covers the Italian market with a network of 5000 PUDOs (Pick Up and Drop Off points) and 4000 fully automated parcel lockers (that are accessible 24/7) enabling customers to collect, send and return parcels at their earliest convenience. The aim is to continue scaling InPost in the Italian market in a similarly rapid trajectory to that of Integer’s Polish home market. We’re passionate about our mission and products and our People are the reason we succeed. We’re looking for people with drive and curiosity, who will join us in re-writing the norm!

Job Overview

We are looking for a Customer Care Specialist to join our team, providing exceptional support to both business customers and end-users, managing national and international complaints, and contributing to process improvement initiatives.

This role requires a strong problem-solving attitude, clear communication skills, and an empathetic approach to ensure a seamless experience for our customers. Additionally, you will play a key role in process design and optimization, helping to improve internal workflows and enhance customer satisfaction.

Duties and Responsibilities

• Manage national and international customer complaints from multiple channels, ensuring timely resolution.

• Provide professional assistance to both business customers and end-users through different communication channels.

• Investigate and analyze customer issues to identify root causes and implement preventive solutions.

• Deliver clear and structured resolutions, ensuring a transparent and customer-centric approach.

• Collaborate with cross-functional teams to optimize internal procedures and enhance complaint resolution processes.

• Maintain detailed records of customer interactions and resolutions.

• Handle internal cross-functional requests efficiently.

• Support continuous process improvement initiatives by identifying key areas for enhancement.

What You Need to Succeed

• A flexible attitude and the ability to switch between different tasks.

• Excellent organizational skills and a structured way of working.

• Fluency in English.

• Previous experience in customer care and complaint management.

• Strong problem-solving skills and keen attention to detail.

• A customer-oriented mindset with the ability to handle escalated issues professionally.

• Curiosity and an investigative approach to identifying and resolving customer concerns.

Nice to Have

• Previous experience in alternative dispute resolution, handling claims with consumer associations, and managing certified email (PEC)

• Law backgorund

What You Will Find at InPost

• A multinational, passionate, and inclusive team.

• A flexible, creative, and dynamic work environment.

• Opportunities to grow and develop within a company committed to a sustainable future.

• Access to a learning platform to expand your skills.

• Smart working policy (1 day at the office, 4 from home)

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