Experience Abroad: Italian Speaking Customer Support Representative in Lisbon!

Ignite; Campania; On-site; EUR 12,000 - 14,000; Full time

Benefits offered by this job

Professional Growth

Paid Training

Workplace Environment

Health Support

Local Advantages

Job summary

Ignite in Lisbon is hiring Italian-speaking customer service representatives to serve Italian customers via calls, emails, and live chat. You will be the primary interface, ensuring empathy and accuracy while delivering exceptional client care in a dynamic team setting.

The role requires native or C1/C2 Italian with at least B2 English, a 24/7 rotating schedule, and on-site work at Lisbon office. Relocation options include housing and travel support under certain conditions.

Qualifications

• Native or near-native Italian communication skills (written and spoken).
• English proficiency at least B2 for collaboration and software navigation.
• Willingness to work a 24/7 rotating schedule across five days.
• EU/EEA citizenship or valid Portuguese work permit.

Responsibilities

• Handle incoming calls, emails, and live chat from Italian-speaking users.
• Assess issues and provide precise, tailored solutions to ensure satisfaction.
• Record conversations, ticket statuses, and resolutions accurately in CRM.
• Hit CSAT, FCR, and AHT targets as part of performance metrics.
• Participate in ongoing training on software features and procedures.

Skills

Italian fluency (native/C1/C2)

English proficiency (B2)

Excellent communication

Active listening

Resilience under stress

Emotional intelligence

Problem-solving

Flexibility for 24/7 schedule

Job description

• Salary: €1,262.33 gross/month (Local Option) or €1,059.00 gross/month + corporate housing (Relocation Option)
• Work Model: On-site (Lisbon office, Portugal)
• Availability: Immediate onboarding
• Schedule: Full-time (40 hours/week), rotating 8-hour shifts available 24/7

Position Overview

Looking to transition into an exciting new role in Portugal? Our Lisbon team is actively expanding its diverse workplace by bringing on Italian-speaking customer service representatives. In this role, you will act as the primary interface for Italian-speaking customers, handling incoming questions through telephone calls, emails, and real-time chat platforms. We are searching for proactive problem solvers who excel within a dynamic, team-centered office environment. In this engaging position, you will help global brands deliver exceptional client care while building a rewarding international career within a vibrant European capital.

Core Responsibilities

• Customer Interaction: Handle incoming calls, email inquiries, and live chat queries from Italian-speaking users in a polite, highly professional, and empathetic manner.
• Issue Resolution: Assess customer difficulties, isolate the primary causes of issues methodically, and deliver precise, tailored solutions to guarantee complete satisfaction.
• Information Recording: Keep precise, detailed records of customer conversations, ticket statuses, and resolutions within our CRM software with absolute accuracy.
• Target Achievement: Strictly hit key operational targets, such as CSAT (Customer Satisfaction), FCR (First Contact Resolution), and AHT (Average Handle Time) metrics.
• Continuous Learning: Participate in ongoing training sessions to stay up to date on software features, company guidelines, and operational procedures.

Candidate Requirements

• Language Skills: Native or C1/C2 fluency in Italian (both written and oral) to ensure flawless communication, along with at least B2 English proficiency for internal team collaboration and software navigation.
• Availability: Full flexibility to work across a 24/7 rotating schedule covering 5 days per week.
• Work Location: Ability to work 100% on-site at our modern corporate office in Lisbon (remote work is not available).
• Work Authorization: EU/EEA citizenship, a valid EU passport, or a current Portuguese work permit.
• Core Competencies: Excellent communication habits, active listening capabilities, resilience under stress, emotional intelligence, and a constructive approach to complex problem-solving.

Remuneration Packages

Candidates can choose between two tailored compensation options based on their personal situation:

• Option A: Local Offer (For Lisbon Residents)
  • Gross Monthly Base: €1,262.33 (spread over 12 monthly payments).
  • Housing: Candidate-sourced living arrangements.
  • Best Suited For: Local residents or individuals organizing their own accommodation in Lisbon independently.
• Option B: Relocation Offer (For Candidates Moving to Lisbon)
  • Gross Monthly Base: €1,059.00 (spread over 12 monthly payments).
  • Housing Included: Private bedroom in a shared company apartment, with basic utility expenses fully covered (water, electricity, gas, internet).
  • Travel Assistance: Inbound flight reimbursement following successful completion of the trial period, plus organized airport pickup service.
  • Best Suited For: Applicants relocating to Lisbon from international locations.

Perks & Benefits

• Professional Growth: Defined pathways toward team leadership, quality assurance, or training roles within the organization.
• Paid Training: Fully funded, comprehensive onboarding instruction program starting from day one.
• Workplace Environment: Welcoming workplace culture offering group outings, sports clubs, and vibrant social gatherings.
• Health Support: Complimentary private health coverage after six months of service, alongside confidential mental health support services.
• Local Advantages: Enjoy Lisbon's consistent sunshine, coastal lifestyle, historical landmarks, and vibrant community culture.