Customer Support Representative (Italian Speaker)

OpenTable; Greater London; Remote; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Parental leave

Paid vacation

Volunteer time

Learning & development opportunities

Remote work flexibility

Mental health support

Job summary

OpenTable is seeking a Customer Support Specialist to join our global team. You will assist restaurants and hospitality customers via phone, email, chat and WhatsApp, ensuring inquiries are resolved with ownership and clear communication.

Fluent Italian and English are required, along with at least 1 year of customer support experience. A curious, patient attitude and ability to adapt to diverse markets help you thrive, even if you’re not a technical expert.

Qualifications

• Fluent in Italian and English (written and spoken).
• At least 1 year of customer support experience across phone, email, chat or similar channels.
• Curious, patient and proactive with a logical problem-solving approach.
• You don’t need to be a technical specialist to succeed.

Responsibilities

• Support OpenTable customers across phone, email, chat and WhatsApp.
• Listen carefully, ask the right questions and understand customer needs.
• Investigate and troubleshoot problems, not just follow a script.
• Take ownership of issues and see them through to resolution.
• Explain solutions clearly without unnecessary jargon.
• Record customer interactions accurately in Salesforce.

Skills

Active listening

Problem solving

Ownership

Communication

Adaptability

Customer empathy

Tools

Salesforce

Job description

• At OpenTable, you’ll support an incredible community of restaurants and hospitality businesses who rely on our technology every day
• We’re looking for people who genuinely want to help: listening, asking the right questions, solving problems and taking ownership to get customers back on track. You don’t need to know everything about our technology from day one; if you’re curious, comfortable with tech and care about giving customers a great experience, we’ll teach you the rest
• Support our customers across phone, email, chat and WhatsApp
• Listen carefully, ask the right questions and understand what the customer actually needs
• Investigate and troubleshoot problems rather than simply following a script
• Take ownership of customer issues and see them through to resolution
• Explain solutions clearly and confidently, without unnecessary technical jargon
• Build your knowledge of OpenTable so you can help customers get the most from our products
• Know when to keep investigating and when to bring in additional expertise
• Adapt your communication style to customers across different markets and cultures
• Accurately record customer interactions in Salesforce
• Help make every interaction with OpenTable a positive one

Benefits

• Generous parental leave
• Generous paid vacation + time off for your birthday
• Paid volunteer time
• Enriched learning and development opportunities - leadership development & access to thousands of on-demand e-learnings
• Work from (almost) anywhere - wherever you do your best work
• Mental health and well-being - company-paid therapy sessions through SpringHealth, company-paid subscription to HeadSpace, and company-wide weeks off a year so the whole team can recharge

Please note: you must be able to speak and write fluently in both Italian and English to be considered for this roleYou’re probably someone who hears “I can’t get this to work” and instinctively wants to figure out why. You’re patient enough to listen, curious enough to investigate and determined enough not to give up at the first hurdleStrong listening and communication skills, with natural curiosity and a logical approach to problem solvingYou’ll bring:Experience in restaurants, hospitality or software support is a bonus, but it isn’t essential. If you’ve worked in hospitality yourself, you may already understand just how important it is to have someone reliable at the other end of the phone when you need helpWhat we care about is how you think and how you treat peopleThe confidence to work in an environment where you won’t always have a script telling you what to sayThe ability to remain calm and helpful when a customer is frustrated with a strong sense of ownership and accountabilityConfidence learning and navigating technologyA genuine desire to help customers and provide brilliant serviceOpenness to feedback and a desire to keep learningFluent written and spoken Italian and EnglishAt least 1 year of customer support experience, across phone, email, chat or similar channelsYou don’t need to be a technical expert