Customer Service Representative – Italian speaking

Customer Service Representative – Italian speaking

Location: Oxford

Salary: £12 – £13ph

Language: Italian

Duration of contract: 2 months with possible extension

The role

As a Customer Support Agent, you will undertake a variety of duties from troubleshooting technical Issues to investigate in-depth, complex cases where your mediation and negotiation skills will be called upon to deliver a high level of resolution. Using all available knowledge tools and resources to achieve the defined KPIs you will be required to quickly diagnose and triage issues, resolve incidents and/or dispatch to the next resolving group according to the escalation process. You are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.

Your key responsibilities will include:

• Handle English and Italian inbound/outbound calls/emails or chats according to company policy.
• Identify and resolve customers’ requests/questions or complaints using relevant knowledge base tools or other technical resources.
• Ensure excellent troubleshooting documentation.
• Communicate and consult with colleagues to share best practice.
• Follow best practice incident management processes to ensure the KPIs are met.
• Comply with/complete global support specific or ad-hoc tasks.
• Escalate complex tickets to 2nd tier support and follow up for resolution.
• Meet support KPIs (Initial response time, Quality scores, Client happiness rating).

The ideal person for this role will be:

• 1-3 years of proven experience in a Customer Service position
• Hold a basic knowledge of CSS, HTML, WordPress.
• Experience within the travel, tourism, leisure and hospitality industries would be an advantage but is not essential if you have a passion for customer care.
• Experience of working to customer satisfaction-based targets and operational metrics such as quality and handle time.
• Fluency in written and spoken English & Italian language is essential.