Italian Customer Service Representative

Intersoft Team SRL; Lisboa; On-site; EUR 17,000 - 21,000; Full time

Job summary

Intersoft Team SRL in Lisbon, Portugal, seeks an Italian Customer Service Representative for an on-site, fixed-term role of 6 months with extension possibilities.

You will handle customer inquiries across phone, email, live chat and social media, provide accurate information, document cases, escalate complex issues, and collaborate with technical teams to ensure first-rate service and timely resolutions.

Qualifications

• Native/fluent Italian (C2) required for verbal and written communication.
• English proficiency at least B2 level.
• Excellent written and verbal communication across channels.
• Experience with customer service principles and procedures.
• Familiarity with customer service software or CRM tools preferred.
• Ability to work collaboratively in a team and handle multiple tasks.

Responsibilities

• Handle customer interactions across phone, email, live chat, and social media.
• Provide clear, accurate information following company policies.
• Assist with general questions, product or service information, and basic technical support.
• Document relevant case details in the appropriate systems.
• Escalate complex issues to internal teams as necessary.
• Collaborate with colleagues and technical teams to resolve concerns and close cases.
• Manage a personal queue of service tickets and prioritize tasks.
• Offer feedback to improve service processes and contribute to knowledge sharing.

Skills

Italian (C2)

English (B2)

Strong communication

Team collaboration

Multitasking

CRM tools

Tools

CRM tools

Job description

Position: Italian Customer Service Representative
Location: Lisbon, Portugal
Work model: On site
Employment type: Fixed term (6 months) with possibility of extension / permanent contract

Duties and Responsibilities:

• Handle customer interactions across various communication channels, including phone, email, live chat, and social media
  
• Provide clear and accurate information in response to customer inquiries, following established company policies and procedures
  
• Assist with general questions, product or service information, and basic technical support
  
• Respond to incoming customer requests and accurately document relevant case details in the appropriate systems
  
• Escalate complex or unresolved issues to the appropriate internal teams or higher-level support as necessary
  
• Collaborate with colleagues and technical teams to resolve customer concerns and ensure proper case closure
  
• Manage a personal queue of service tickets, prioritize tasks, and follow guidance from supervisors
  
• Offer feedback to improve service processes and contribute to team knowledge sharing.
  

Requirements

• Native / fluent in Italian (C2) both verbal and written. Fluent in English (minimum B2 level)
  
• Strong verbal and written communication skills across various platforms (phone, email, chat, social media)
  
• Basic understanding of customer service principles and the ability to follow standard procedures
  
• Ability to handle technical inquiries and troubleshoot common issues with guidance
  
• Experience with customer service software, ticketing systems, or CRM tools is preferred.
  
• Effective problem-solving skills and the ability to work collaboratively in a team-oriented environment
  
• Organized, detail-oriented, and able to manage multiple tasks simultaneously
  
• Willingness to learn and adapt in a fast-paced or evolving support environment
  
• Working schedule: shift rotation, Monday to Friday: 07:30AM-8PM.
  

Opportunity to work with a leading global travel & tourism brand

Competitive salary with performance-based incentives

Professional growth opportunities within the BPO industry

Collaborative and supportive work environment

Access to exclusive travel perks and discounts