Customer Service Agent: Italian (11:00 - 20:00)

Role overview

A fully remote, home-based customer service position focused on supporting Italian-speaking customers across phone, email, and social media channels. The role is part of an afternoon shift operation, handling daily incidents and providing timely, accurate resolutions while contributing to operational tasks when ticket volume is lower.

Responsibilities

- Respond to customer inquiries and incidents across phone, email, and social media - Manage and prioritise incoming calls and chats to deliver high-quality communication - Provide accurate, valid, and complete information using approved methods and tools - Handle customer complaints, propose solutions within time limits, and follow up to confirm resolution - Keep records of customer interactions, update account information, and file supporting documents - Follow established communication procedures, guidelines, and policies - Support the Operations department with parallel work when incident flow is lighter

Requirements

- Reside in Brazil - High level of Italian (oral and written) and fluent in either Spanish or English - Previous experience in customer service or user support roles - Strong communication and interpersonal skills - Able to plan, organise, prioritise, and execute multiple tasks simultaneously - Detail-oriented with strong time management, adaptability, and a solution-oriented mindset

Nice to have

- Hands-on experience using Zendesk

Benefits and work setup

- 100% remote home office position - Five-day work week, 11:00 to 20:00 with a one-hour break - Health, dental, and life insurance - Meal allowance and transport allowance - Gympass membership - Spanish lessons provided - Discount on company events and experiences - International, dynamic team environment