Italian Customer Support Advisor

Job Title: Technical Customer Support Advisor – Italian

Start Date: 17th January 2022
Expected Duration: 2 months (temp) with a possibility to convert to permanent
Office Location: Oxford
Working Location: Remote working (you must be based in the UK and have a right to work)
Pay Rate: £13.00 per hour + Holiday pay
Working Hours: Typical hours of operation can be from 8am – 4:30pm but vary in departments. Ability to work shift patterns, including some weekends is desired

What you’ll do:

As a Customer Support Agent for a property rental business, 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.

Key responsibilities

• 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).

Requirements

• Fluency in Italian to a native standard (Written and spoken).
• Fluency in written and spoken English
• Proven experience in a Customer Service position where technical skills and troubleshooting was required.
• “Problem Solving” character – Ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction.
• Customer oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution.
• A team player who is positive, friendly and has a can-do attitude towards staff and customers.
• Receptive to constructive feedback and changes within the business.
• Confident and competent in handling complaints, and mediation
• 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.