Customer Care Agent - Italian Market (English fluent)

Financecolombia; Barcelona; Presencial; EUR 25.000 - 35.000; Jornada completa

Descripción de la vacante

A financial services company in Barcelona is looking for a Customer Care Agent to resolve customer challenges through exceptional support. The role demands at least 6 months of experience in customer support and proficiency in both Italian and English. The candidate will be part of a dynamic team focused on enhancing customer satisfaction and continuous improvement in a fast-paced environment.

Servicios

Competitive salary package

Meal voucher

Public transportation reimbursement

Health insurance

Mental health and wellness offers

Childcare benefits

Monthly team events

Formación

• At least 6 months of experience in customer support or call center operations.
• Demonstrate empathy and put the customer's needs first.
• Ability to provide accurate solutions quickly.
• Excellent oral and written communication skills.

Responsabilidades

• Resolve escalated support cases from frontline teams.
• Provide excellent support via email and phone.
• Share customer feedback with internal teams.
• Contribute to updating FAQs and improving workflows.
• Manage high volumes of requests in a fast-paced environment.

Conocimientos

Customer-centric

Strong communication skills

Detail-oriented

Solution-focused

Bilingual in Italian

Fluent in English

Descripción del empleo

Overview

Join us as a Customer Care Agent to help maintain and improve our exceptional 4.8 / 5 customer satisfaction rate while supporting our Italian customers through their day-to-day banking challenges.

You'll be a key part of our second-line support team, resolving more complex issues escalated by our frontline teams. As part of our 6-person Italian Customer Care team led by Chiara, you'll contribute directly to our mission to energize SMEs and freelancers across Italy and help Qonto reach one million customers by 2025.

As a Customer Care Agent at Qonto, you will

• Resolve escalated support cases: Handle second-line tickets from our frontline teams covering mainly account management topics (email changes, security issues, billing)
• Deliver a great customer experience: Provide top-notch support via email and phone, making sure each Italian customer interaction reflects Qonto's high standards of care
• Support continuous improvement: Share customer feedback with internal teams, helping us improve our product and processes
• Help optimize support processes: Contribute to updating FAQs, creating macros, and improving daily workflows
• Learn and adapt: Manage a high volume of incoming requests in a fast-moving environment, staying flexible and proactive as our products and tools evolve

What you can expect

• A clear career path to progress professionally
• An interesting international environment with teammates from around the world
• A supportive team that helps each other to be the best they can be
• New ways of working and continuous improvement methods

About your future manager

Her background?

Chiara has been working at Qonto for 4 years now, enthusiastic in what she does and very determined to achieve KPIs always making sure her team enjoys what they do. As a team leader, she will accompany you in exploring the account management scope and improving your skills in this area thanks to her experience in customer service and onboarding.

What can she bring to you?

Chiara will share her knowledge and help you develop your skills and career inside Qonto. Her hands-on leadership style means she's always available to help you navigate complex cases while building your confidence and expertise.

About You

• Experience: You have at least 6 months of experience in customer support, call center operations, or handling client challenges
• Customer-centric: You demonstrate empathy and always put the customer's needs at the center of your actions
• Detail-oriented and solution-focused: You enjoy digging into problems and finding accurate, empathetic solutions quickly while maintaining attention to detail in documentation
• Strong communication skills: You have excellent oral and written skills and you can tailor your tone and approach to each customer; balancing clarity, warmth, and professionalism across email and phone interactions
• Language proficiency: You are bilingual in Italian and fluent in English

Perks

• A tailor-made and dynamic career track. An inclusive work environment. And so much more to help you succeed.
• Offices in Paris, Berlin, Milan, Barcelona, and Belgrade
• Competitive salary package
• A meal voucher
• Public transportation reimbursement
• A great health insurance (depending on the country)
• Employee well-being initiatives: access to Moka Care for mental health and wellness offers
• A progressive disability and parenthood policy with childcare benefits
• Monthly team events

Our hiring process

• Interviews with your Talent Acquisition Manager and future managers
• A remote exercise to demonstrate your skills and give you a taste of what working at Qonto could be like
• Find more information about our interview process on our careers website
• On average, our process lasts 20 working days and offers usually follow within 48 hours

To learn more about us: Qonto's Blog | Muy Pymes | Forbes.es | Europa Press

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