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

Role overview

Provide customer support to Italian-speaking customers, resolving everyday questions and incidents through phone, email, chat, and social media. The work also includes operational tasks when support volumes allow. This is a full-time remote role for someone residing in Brazil, with a fixed afternoon schedule.

Responsibilities

- Respond to customer enquiries across phone, email, chat, and social channels, giving clear and accurate information. - Investigate complaints and incidents, offer suitable solutions, and follow up until they are resolved. - Maintain records of customer conversations, account activity, and related documents. - Manage incoming calls and chats efficiently while handling multiple tasks and priorities. - Follow service procedures and policies, and look for ways to improve the customer experience. - Support the Operations team with parallel tasks as needed.

Requirements

- Strong written and spoken Italian, plus fluency in Spanish or English. - Prior experience in customer service or user support is valuable. - Clear communication and interpersonal skills, with a reliable, solution-oriented approach. - Ability to organise, prioritise, and complete concurrent tasks with attention to detail. - Flexibility and sound time management in a changing, fast-paced environment. - Must reside in Brazil.

Nice to have

- Experience with Zendesk.

Benefits and work setup

- Fully remote, with a five-day workweek from 11:00 to 20:00 and a one-hour break. - Health, dental, and life insurance; meal and transport allowances; and a fitness membership. - Discount on events and experiences, plus Spanish lessons.