Customer Settlement Expert

About the role

As a Customer Settlement Expert you will own and resolve the most complex and escalated customer cases from pre‑installation through post‑installation, stepping in when standard processes cannot solve the issue.

Key responsibilities

• Take full ownership of complex customer cases and drive them to resolution.
• Manage technical, operational, financial and legal aspects of each case.
• Serve 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, define action plans and ensure swift resolution.
• Balance customer satisfaction with company interests to find pragmatic solutions.
• Provide continuous follow‑up until the case is fully closed.
• Spot recurring issues and contribute to internal process improvements.

Required profile

• Experience in Customer Operations, Account Management, Customer Care, Escalation or Complaint Management.
• Strong problem‑solving and stakeholder‑management abilities.
• Excellent communication and negotiation skills.
• High ownership level and ability to handle challenging customer situations.
• Pragmatic, customer‑focused and solution‑oriented mindset.
• Italian fluency at C1/C2 level (required); good command of English is a plus.