Customer Service Representative - Italian - Lisbon

Position: 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)


• Previous experience in customer service would be advantageous


• 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.


• Ability to quickly learn new software and technologies


• 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.

OFFER:

• Relocation pack: flight, room in shared apartment


• 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!