Italian speaking Customer Support Agent (temp or temp-to-perm)

Job title: Italian speaking Customer Support Agent

There are two options for this contract:

Temp only (no chance to go perm): Fully home based until end of September

Temp-to-perm: Be able to work full time from the Oxford office from June ’22

Working Hours: 8am – 4.30pm including occasional weekend shifts (1 every 2 or 3 weekends)

Please note: You must be available to start on the 25^{th of} April 2022

What you’ll do:
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 where technical skills and troubleshooting was required (preferably in the B2B sector).
• Ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction.
• 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.