Customer Service Executive - Italian Market

Smartbox Group; Carcavelos; Hybrid; EUR 21,000 - 30,000; Full time

Job summary

Smartbox Group in Portugal seeks a Customer Service Executive to be the heart of the brand, delivering seamless service across phone, email and chat. You will build relationships with B2C customers and B2B partners, supporting onboarding and daily operations from our Carcavelos office.

You'll work in a fast-paced, multicultural team with a hybrid setup, using Salesforce and other tools to log notes, resolve inquiries, and drive customer satisfaction while upholding quality KPIs.

Qualifications

• Language Skills: Native or fluent (market) (written & spoken) + strong professional English.
• Experience: Background in Customer Service or B2B Partner Support (is a plus).
• Tech-Savvy & Multitasker: Comfortable navigating multiple tools (e.g., Salesforce) and logging notes while communicating in real time.
• Problem-Solver: Detail-oriented, proactive, and logical thinker who stays calm in a fast-paced environment.
• Positive Energy: A team player with strong work ethic, curiosity, and a genuine passion for helping people.

Responsibilities

• Be the Brand Ambassador: Deliver exceptional support to customers and partners across all communication channels (phone, email and chat).
• Drive B2B Success: Support restaurant, hotel, and activity partners through onboarding, tool mastery, and daily operational guidance to maximize their engagement.
• Turn Challenges into Wins: Efficiently resolve inquiries and complaints, turning every interaction into a positive experience.
• Add Value: Guide customers through orders, exchanges, and upsell opportunities while encouraging self-service solutions.
• Collaborate & Achieve: Maintain precise contact logs, uphold schedule reliability, and work closely with your team to hit quality and performance KPIs.

Skills

Fluent English

Customer Service

B2B Partner Support

Tech-Savvy

Multitasking

Problem-Solving

Positive Energy

Tools

Salesforce

Job description

At Smartbox Group, we believe life is meant to be lived, not just owned. As Europe’s leading leisure gift provider with over 180,000 unique experiences (including
Stays, Wellness, Adventure, and Gastronomy) we help millions transform their free time into unforgettable memories.

Present in 10 countries with a team of 700+ people and 40,000+ partners, we aren't just building a workplace, we're cultivating a movement. In our vibrant Carcavelos
office we empower our team to take ownership, embrace ideas, and grow. If you're ready to bring energy, curiosity, and excellence to a fast-paced, multicultural team, your next adventure starts here!

The Role

As a Customer Service Executive, you will be the heart of the Smartbox brand. You won't just solve problems, you wi ll build relationships, enable B2C partner success, and deliver seamless service across phone, email and chat.

What You’ll Do:

• Be the Brand Ambassador: Deliver exceptional support to customers and partners across all communication channels (phone, email and chat).

• Drive B2B Success: Support restaurant, hotel, and activity partners through onboarding, tool mastery, and daily operational guidance to maximize their engagement.

• Turn Challenges into Wins: Efficiently resolve inquiries and complaints, turning every interaction into a positive experience.

• Add Value: Guide customers through orders, exchanges, and upsell opportunities while encouraging self-service solutions.

• Collaborate & Achieve: Maintain precise contact logs, uphold schedule reliability, and work closely with your team to hit quality and performance KPIs.

What We’re Looking For:

• Language Skills: Native or fluent (market) (written & spoken) + strong professional English.

• Experience: Background in Customer Service or B2B Partner Support (is a plus).

• Tech-Savvy & Multitasker: Comfortable navigating multiple tools (e.g., Salesforce) and logging notes while communicating in real time.

• Problem-Solver: Detail-oriented, proactive, and logical thinker who stays calm in a fast-paced environment.

• Positive Energy: A team player with strong work ethic, curiosity, and a genuine passion for helping people.

What We Offer:

• Work-Life Balance: Enjoy a stable, fixed schedule alongside a flexible hybrid working setup.

• Prime Location: Work from our Carcavelos office
  (with private shuttle
  from Lisbon center) in a supportive, dynamic, and multicultural environment.

• Growth & Impact: Work with the market leader, develop key B2B/B2C skills, and shape your career path.