Customer Service Representative - Italian

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

• 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:

• 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!