Italian Customer Service Representative

Position: Italian Customer Service Representative
Location: Lisbon, Portugal
Work model: On site
Employment type: Fixed term (6 months) with possibility of extension / permanent contract

Duties and Responsibilities:

• Handle customer interactions across various communication channels, including phone, email, live chat, and social media
  
• Provide clear and accurate information in response to customer inquiries, following established company policies and procedures
  
• Assist with general questions, product or service information, and basic technical support
  
• Respond to incoming customer requests and accurately document relevant case details in the appropriate systems
  
• Escalate complex or unresolved issues to the appropriate internal teams or higher-level support as necessary
  
• Collaborate with colleagues and technical teams to resolve customer concerns and ensure proper case closure
  
• Manage a personal queue of service tickets, prioritize tasks, and follow guidance from supervisors
  
• Offer feedback to improve service processes and contribute to team knowledge sharing.
  
  

Requirements

• Native / fluent in Italian (C2) both verbal and written. Fluent in English (minimum B2 level)
  
• Strong verbal and written communication skills across various platforms (phone, email, chat, social media)
  
• Basic understanding of customer service principles and the ability to follow standard procedures
  
• Ability to handle technical inquiries and troubleshoot common issues with guidance
  
• Experience with customer service software, ticketing systems, or CRM tools is preferred.
  
• Effective problem-solving skills and the ability to work collaboratively in a team-oriented environment
  
• Organized, detail-oriented, and able to manage multiple tasks simultaneously
  
• Willingness to learn and adapt in a fast-paced or evolving support environment
  
• Working schedule: shift rotation, Monday to Friday: 07:30AM-8PM.
  

Benefits

• Opportunity to work with a leading global travel & tourism brand
  

• Competitive salary with performance-based incentives
  

• Professional growth opportunities within the BPO industry
  

• Collaborative and supportive work environment
  

• Access to exclusive travel perks and discounts
  

• And many more!