Customer Support Quality Analyst – Senior Process Associate – Italian – Hybrid Lisbon

Descompagnons Trabalho Temporário Lda; Lisboa; Presencial; EUR 25 000 - 35 000; Tempo integral

Resumo da oferta

A leading technology services company in Lisbon is seeking a Customer Support Quality Analyst. This role requires proficiency in Italian and English, excellent customer service skills, and the ability to handle complex inquiries. You will work in a hybrid environment, ensuring quality and compliance for social media content, while collaborating with various teams to improve service efficacy. Opportunities for career development and continuous learning are provided.

Serviços

Hands-on experience

Mentorship opportunities

Continuous learning

Qualificações

• Upper Intermediate (B2) or Intermediate (B1) in Italian and English.
• Great understanding of social media products and services.
• Ability to work independently and as part of a team.
• Excellent written and verbal communication skills.

Responsabilidades

• Ensure compliance and safety of content uploaded to platform.
• Respond to escalated customer inquiries promptly.
• Investigate complex customer issues.
• Provide feedback to Tier 1 agents on improving service.

Conhecimentos

Italian

English (B2)

Customer service skills

Problem-solving

Communication skills

Formação académica

High School and above

Ferramentas

Customer relationship management (CRM) systems

Descrição da oferta de emprego

Overview

Job Description - Customer Support Quality Analyst – Senior Process Associate – Italian – Hybrid Lisbon (HIG024199)

Customer Support Quality Analyst – Senior Process Associate – Italian – Hybrid Lisbon - HIG024199

Ready to shape the future of work? At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead.Powered by curiosity, courage, and innovation,our teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atgenpact.comand onLinkedIn,X,YouTube, andFacebook.

Responsibilities

• Capable of ensuring policy/legal compliance and safety of content uploaded to the platform.
• Preferably familiar with the social media industry and content moderation practices.
• Flexible to policy changes, shifting schedules and dedicated to standard operating protocols.
• Respond to and resolve escalated customer inquiries in a timely and professional manner.
• Investigate complex customer issues and identify root causes.
• Work with other teams to develop and implement solutions to customer issues.
• Provide feedback to Tier 1 agents and other teams on how to improve customer service.
• Stay up to date on client’s products and services, as well as industry best practices.
• Escalate critical issues to the appropriate team.

Minimum Qualifications

• Italian and English Level Upper Intermediate (B2) or Intermediate (B1)
• Education qualification: High School and above.
• Great understanding of social media products and services
• Excellent customer service skills, including the ability to communicate effectively and empathize with customers.
• Ability to work independently and as part of a team.
• Proficient in problem-solving and analysis
• Ability to prioritize and manage multiple tasks simultaneously.
• Excellent written and verbal communication skills

Preferred Qualifications

• Experience with customer relationship management (CRM) systems
• Experience with troubleshooting technical issues
• Experience with data analysis

Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
• Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
• Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.