Italian Speaker Customer Service Representative

Ferryhopper is an equal-opportunity employer that welcomes diversity and is committed to inclusion in the workplace. We do not accept discrimination and harassment of any kind. This policy applies to all employment practices within our company.

The company

Ferryhopper is revolutionizing online ferry booking, aiming to change the way people travel by ferry. We are collaborating with more than 110 ferry companies across 26 countries, bringing a fresh and seamless ferry booking experience. We always strive to cater to the needs of all travelers and keep improving our services.
If you want to know more about the team, read about Ferryhopper in a nutshell .

The Role

Selling ferry tickets creates a whole host of questions from our customers, and we pride ourselves on the highest level of customer support in the market. Last year our customer support team interacted in over 100.000 different conversations with different customers; keeping them satisfied is no small task, but if you feel up to it, we want to hear from you! We are looking for a multilingual customer support agent to join our fast-growing team in Athens.

The successful candidate will be responsible for handling customers’ requests and maintaining an excellent tailor-made customer experience. We value people who take pride in their work and enjoy the challenge of delivering outstanding results.

Main responsibilities

• Receive & process incoming emails, chat, and outgoing calls
• Handle general requests in several communication channels
• Execute ferry ticket cancellations, rebookings, and other passenger inquiries
• Handle force majeure such as strikes or extreme weather events, bulk changes
• Communicate with Ferry operators and partners 
• Report technical issues internally
• Suggest improvements to the operational process to ensure the smoothest possible functioning of the team as a whole

Requirements

• Fluent speaker in Italian
• Excellent communication in English
• Familiar working with apps and new technologies / Computer literacy
• Bachelor’s degree in Tourism/ Business Administration or any quantitative subject
• Quality focus and multitasking in a fast-paced environment
• Dedication to going above and beyond to solve customers' problems
• Self-motivated, strong time-management and problem-solving skills
• A relentless team player, willing to share ideas and help other team members

Good to have

• Previous experience in the customer service sector 
• Previous experience in OTAs
• Knowledge of any CRM app 

Benefits

The health of our company and the success of our products is directly related to the health of our team and the work environment we create for ourselves. With this in mind, we strive to provide an inclusive and positive working environment. In this respect, we offer:

• A competitive compensation package
• Working equipment
• Great office space with fresh fruits and snacks always available :)
• Training and educational budget throughout the year
• Joining a fast-growing ambitious international team
• Fun team events and a vibrant company culture
• Growth opportunities