Customer Service Representative (Italian-Speaking) – Global E-Commerce

Concentrix Portugal; Lisboa; On-site; EUR 18,000 - 30,000; Full time

Benefits offered by this job

Referral bonus

Full paid training

Career development programs

Central Lisbon location

Job summary

Concentrix Portugal in Lisbon is hiring a Customer Service Representative to support our client's social media channels on-site. You will handle inquiries from buyers, sellers and creators, resolve issues, and help improve service quality.

The role requires Italian (C1) and English (B2) proficiency, a college degree, and the ability to work 24/7 rotating shifts. We provide full paid training, career development programs, and a central Lisbon location with excellent growth opportunities.

Qualifications

• Fluent in Italian (C1) and English (B2).
• College degree or equivalent diploma.
• Strong understanding of e-commerce.
• Experience in call center or service industry.
• Able to work 24/7 rotating shifts.
• Team player with ability to work independently.
• Familiar with social media and digital advertising basics.

Responsibilities

• Investigate and resolve issues reported by buyers/sellers/customers/creators, e.g., check order and logistics status.
• Review issues within agreed turnaround times and quality standards.
• Escalate issues to client per MSA and knowledge base.
• Drive customer satisfaction through case updates across touchpoints.
• Ensure adherence to service levels across channels and strive for best in class productivity.

Skills

Italian language

English language

E-commerce knowledge

Call center experience

Social media familiarity

Education

College degree or equivalent

Job description

If you’re looking to grow and be inspired, as aCustomer Service Representative in Lisbon, Portugal (On-Site)you will make use of your skills, supporting our client's different areas of social media. And be an active part in ensuring client guidelines, promoting, and actively participating in the service improvements provided to all users.

Career growth and personal development
We’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed. At Concentrix, there’s a real career and personal growth potential. About 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.

What you will do in this role

• Investigate and resolve issues that are reported by buyers/sellers/customers/creators such as checking order and logistics status
• Review the reported issues within agreed turnaround times and standards of quality
• Escalate issues to our client in accordance with the MSA and this SOW on knowledge base
• Drive overall Customer Satisfaction metrics ensuring service quality through case journey, providing regular updates across touch points
• Drive adherence to service levels across channels and achieve Best in Class productivity, impact resolution times for end customer

Your qualifications

• Are fluent, verbal and written in Italian (C1)
• Are fluent, verbal and written in English (B2)
• Have minimum education qualification of college degree or an equivalent diploma
• Have strong understanding of e-commerce
• Have experience working with call center (voice and non-voice) and service industry
• Are available for 24/7 rotating shifts
• Have the ability to work as a team member, as well as independently
• Are fluent with any social media products usage and basic understanding of digital advertising

What’s in it for you

• Competitive salary (base and additional bonuses)
• Central location in Lisbon,Portugal
• Bring-a-friend (referral) bonus opportunities
• Full paid training on the company and the project you'll be working on
• Career development programs

Concentrix is an equal-opportunity employer

We’re proudly united as one team, one company, globally. We’re committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.

Eligibility to work

In accordance with Portugal’s law, only applicants who are legally authorized to work in Portugal will be considered for this position.