Italian Customer Support Specialist - Digital Advertising

Teleperformance is a worldwide leader in customer experience management and contact centre business process outsourcing. Our company employs around 420.000 people working in over 265 dialects and languages, in 88 countries, operating across all business sectors and all continents on behalf of major international companies.

At Teleperformance, we do business with people, for people. We want our employees to be inspired and motivated. Our main goal is to make them proud to belong to Teleperformance through job satisfaction and a great work environment.

Teleperformance Spain, with more than 4,700 employees in 10 sites (certified with Great Place to Work and Top Employer), is looking for a group of highly-skilled professionals to join our company.

Your responsibilities:

• Verification Operations: Process licence, insurance, and business registrations submissions to confirm alignment with the service’s quality guidelines for new reviews and recertifications
• Reactive Support: Provide reactive phone and/or email support for live advertisers
• Product Operations: Examine reviews to confirm compliance with guidelines and publish or deny; evaluate escalated photo submissions where language specific support is required; process Google Guarantee claims per qualification guidelines
• Quality Monitoring and Improvement Operations: Review live provider quality results and work with partners to improve performance
• Provider Support and Retention: Collaborate with providers to improve leads results and at-risk and provider churn reporting to evaluate and support retention operations
• Properly prepare and set expectations with businesses about the onboarding and go-live process
• Develop a deep understanding of the onboarding requirements/processes for our product across different regions
• Work closely with businesses to collect and submit information required to complete our onboarding process
• Accurately advise and support businesses on each verification requirement as they work to complete the onboarding process
• Support ad-hoc operations work as needed
• Work in a fast-changing, fast-paced workplace

• Native Level of Italian
• Ability to speak and write English fluently
• Experience in a fast-paced, scaled operations environments
• Experience working in a call center environment
• Experience working in a customer-facing role
• Extremely high attention to detail and strong organizational skills
• Structured communicator, both written and spoken
• Ability to produce high-quality work under strict deadlines
• Proficient in Google Docs and Sheets and/or Microsoft Word and Excel
• Ability to work independently and complete day-to-day tasks with minimal supervision

Nice to have:

• Bachelor's degree in Business
• 2+ years of experience in similar fields: working with legal teams, trust & safety, vetting or similar
• Experience working with local legislation or government entities
• Familiarity with home services, such as plumbing, locksmiths, electrical etc.

Desirable Skills

• Process Excellence: Systematically improving organizational processes to enhance efficiency, effectiveness, and quality
• Collaboration: Working effectively with others, sharing ideas and resources to achieve common goals
• Communication: Exchanging information, ideas, and messages between individuals or groups through various channels and mediums.
• Emotional Intelligence: Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of actions
• Open Mindedness: Considering and appreciating diverse perspectives and ideas, fostering collaboration
• Critical Thinking: Evaluating information and arguments, leading to informed and effective decisions based on data insights
• Solution Orientation: Approaching problems and challenges with a focus on finding practical and effective solutions
• Entrepreneurship: Having a mindset characterized by innovation, creativity, risk-taking, and a proactive approach to problem-solving and opportunity identification

• Full-time position (39 hours/week).
• Salary 18.978,62€ gross/year + up to 1.000€ gross/year in bonus.
• This is a Hybrid working model in Barcelona.
• Referral Program: Bring a Friend and get a Referral fee (up to 2.000€ depending on the language/project).
• Intense specific sales training.
• A permanent presence of coaches who will facilitate your personal and professional development.
• Established career path to grow within the project.
• Continuous training and certifications within Google products.
• Bi-weekly, monthly or quarterly contests.
• Employment with the world's largest provider of contact center services.
• Excellent work environment, great colleagues, social arrangements and personal development.
• Dynamic business casual environment with colleagues of all ages gathered in a highly-motivated team.
• Office location surrounded by the sea (World Trade Center, Barcelona, Spain).