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!

Vereiste vaardigheden

Italian language proficiency (C2) - verbal and writtenEnglish language proficiency (minimum B2) - verbal and writtenMultichannel customer communication (phone, email, live chat, social media)Customer service principles and adherence to standard proceduresBasic technical troubleshooting for customer inquiriesUse of CRM, ticketing systems, or customer service softwareCase documentation and accurate data entry in support systemsIssue escalation and routing to internal/higher-level teamsQueue management and task prioritizationCross-team collaboration with colleagues and technical teamsProblem-solving for customer concernsAttention to detail and ability to manage multiple tasks (multitasking)Adaptability and willingness to learn in a fast-paced environmentAvailability for shift work and schedule flexibility (rotating shifts)

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