Customer Service Executive - Italian Market

Smartbox Group; Lisboa; Hybrid; EUR 21,000 - 26,000; Full time

Benefits offered by this job

Work-life balance

Hybrid work setup

Carcavelos office with shuttle fromLis

Job summary

Smartbox Group in Carcavelos, Portugal, is seeking a Customer Service Executive to become the heart of the brand. You will deliver exceptional support across phone, email and chat, and help B2B partners onboard and grow their engagement.

You'll resolve inquiries, guide customers through orders and upsells, and collaborate with teammates to hit KPIs in a fast-paced, multicultural environment with a hybrid work setup.

Qualifications

• Native or fluent English written and spoken.
• Background in Customer Service or B2B Partner Support is a plus.
• Able to navigate multiple tools and log notes while talking with customers.

Responsibilities

• Be the Brand Ambassador delivering exceptional support via phone, email and chat.
• Support partners through onboarding, tool mastery and daily guidance.
• Resolve inquiries and complaints quickly to create positive customer experiences.
• Guide customers through orders, exchanges and upsell opportunities while promoting self-service.

Skills

English fluency

Customer service experience

Multitasking

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 will 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.