Italian Customer Service

Customer Service Representative (Italian Market)

Location: Lisbon, Portugal
Position: Customer Service Representative

About the Role:

We are looking for a dedicated Customer Service Representative to join a leading retail team. As part of this dynamic company, you'll represent a brand that values customer relationships and satisfaction. In this role, you will handle various customer interactions across multiple channels phone, email, and chat while providing personalized assistance and ensuring that customers needs are met promptly and effectively.

Key Responsibilities:

• Customer Interaction: Respond to customer inquiries via phone, email, and chat, providing efficient solutions and detailed information regarding orders, deliveries, returns, and payments.
• Product Expertise: Use your knowledge of fashion products to advise customers, answering product-related questions and ensuring their shopping experience is seamless.
• Problem Solving: Address customer concerns and complaints by finding the most appropriate solutions and escalating issues to relevant departments when necessary.
• Relationship Building: Foster strong, long-lasting relationships with customers by offering tailored assistance, helping build brand loyalty and repeat business.
• Back-office Support: Manage administrative tasks related to customer accounts, ensuring that customer details are correctly updated and processed.

Requirements:

• Language Proficiency: Must be fluent in Italian (native level) and have a good command of English.
• Experience: Minimum of 1-2 years in customer service, ideally within the retail sector. Experience in fashion retail or e-commerce would be highly beneficial.
• Skills:
  • Strong communication skills and problem-solving ability.
  • Experience with CRM systems and basic knowledge of digital marketing principles.
  • Strong multitasking ability and attention to detail.
• Customer Orientation: Genuine desire to assist customers, with a commitment to providing exceptional service and creating a positive customer experience.

Training:

• Duration: 10 working days (8 hours/day).
• Training Hours: Start between 08:30 and 09:30.
• Content: The training program includes team integration, software and systems training, product knowledge, customer management techniques, and on-the-job training.

Compensation:

• Base Salary:
  • 1,039 gross per month (without accommodation)
  • 1,366.17 if accommodation is provided.
• Allowances:
  • Christmas allowance: 86.58
  • Holiday allowance: 86.58
  • Meal allowance: 7 per working day.
• Performance Bonuses: Potential additional variable bonuses based on individual and team performance.

Contract Details:

• Contract Type:
  • Initial 12-month contract, renewable for an additional 12 months.
  • Permanent contract available after 2 years.
• Health Insurance:
  • Private health insurance provided upon contract signature (requires NIF and Social Security number).

Working Conditions:

• Shifts:
  • Full-time, 40 hours per week, with an additional hour for lunch.
  • Rotational shift pattern: 07:00 AM to 21:00 PM, extending to 22:00 PM during peak seasons.
• Holiday Entitlement:
  • Compliant with Portuguese public holiday regulations, with compensation days offered for holiday work.

Work Environment:

Join a supportive and engaging work environment located in the heart of Lisbon. The company values collaboration and teamwork, providing various amenities like lounges and cafeterias within the office. Youll be part of a vibrant, inclusive team that values diversity and works together to achieve the best customer service outcomes.

Why Join Us?

• Professional Development: Continuous training and career growth opportunities.
• Collaborative Culture: Work alongside passionate individuals in a positive work environment.
• Attractive Compensation Package: Competitive salary and bonuses, alongside health insurance benefits.

Apply now and take your career to the next level by joining a world-class team in the heart of Lisbon!