Customer Service Representative (Italian)

David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Italian speaking Customer Service Representative to join their team in Lisbon.

Position: Customer Service Representative

Location: Lisbon, Portugal

• Work model: on-site
• Employment type: 1 year contract
• Remuneration: Base salary

DUTIES AND RESPONSIBILITIES

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

REQUIREMENTS

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• Native / fluent in Italian (C2) both verbal and written. Fluent in English (minimum B2 level)
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• Previous experience in customer service
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• Strong verbal and written communication skills across various platforms (phone, email, chat, social media)
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• Basic understanding of customer service principles and the ability to follow standard procedures
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• Ability to handle technical inquiries and troubleshoot common issues with guidance
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• Ability to quickly learn new softwares and technologies
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• Effective problem-solving skills and the ability to work collaboratively in a team-oriented environment
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• Organized, detail-oriented, and able to manage multiple tasks simultaneously
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• Willingness to learn and adapt in a fast-paced or evolving support environment.

OFFER

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• Competitive salary with performance-based incentives
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• Professional growth opportunities within the BPO industry
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• Collaborative and supportive work environment
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• Access to exclusive travel perks and discounts
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• And many more!