Customer Service Representative (Italian)

Job description

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 Remuneration: Base salary 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 Experience with customer service software, ticketing systems, or CRM tools is preferred 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 Working schedule: shift rotation, Monday to Friday: 07:30AM-8PM. OFFER: 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!