Italian Customer Support Specialist

Cbt; Lisboa; Presencial; EUR 15 000 - 21 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Performance bonus

Holiday allowances

Private Health Insurance

Career growth opportunities

Resumo da oferta

CBT in Lisbon is seeking a Support Specialist to manage full lifecycle of customer orders in a fast-paced, international e-commerce environment. You will handle inquiries via phone, email and chat while ensuring high service standards and data security.

You will work cross-functionally with couriers and financial institutions, review order data, and contribute to continuous improvements. Fluency in Italian and English is required, with a KPI-driven, detail-oriented mindset.

Qualificações

• Italian language near-native and English at least B2, both written and spoken.
• Strong communication and problem-solving skills essential.
• Attention to detail and ability to handle sensitive data.

Responsabilidades

• Manage end-to-end customer interactions (phone, email, chat) related to online orders.
• Handle delivery tracking, returns, refunds, payment queries and shipping investigations.
• Review and process order-related data and business requests.
• Collaborate with couriers, financial institutions and internal teams.
• Ensure PCI & GDPR compliance.
• Analyze and resolve complex cases, escalating when necessary.
• Contribute to continuous improvement of customer experience and team performance.

Conhecimentos

Italian (native)

English (B2+)

Strong communication

Problem-solving

Attention to detail

Independent work

Confidential data handling

KPI-driven mindset

Team player

Ferramentas

SAP

Descrição da oferta de emprego

Lisbon | Full-time | Start Date:27 July 2026

Ready to build a career in a fast-paced, international environment?

Join a dynamic support team at the heart of the e-commerce experience. This is more than a customer service role—you'll be the key player ensuring seamless online journeys, solving real-time challenges, and delivering exceptional service that truly makes an impact.

Your Mission

As a Support Specialist, you'll manage the full lifecycle of customer orders while maintaining top-tier service standards. You'll handle sensitive data, collaborate across teams, and solve complex issues with precision and speed.

What You'll Do

Manage end-to-end customer interactions (phone, email, chat) related to online orders

Handle delivery tracking, returns, refunds, payment queries, and shipping investigations

Review and process order-related data and business requests

Collaborate with couriers, financial institutions, and internal teams

Ensure strict compliance with PCI & GDPR policies

Analyze and resolve complex cases, escalating when necessary

Contribute to continuous improvement of customer experience and team performance

What You Bring

We're looking for driven individuals who thrive under pressure and care about the details that matter.

• Italian (near native) + English (B2 or higher) - written & spoken
• Strong communication and problem-solving skills
• High attention to detail and accuracy
• Ability to work independently and make confident decisions
• Comfortable handling sensitive/confidential data
• KPI-driven mindset with a proactive attitude
• Team player with strong collaboration skills

Nice to have:

• Experience with SAP or back-office tools
• Previous customer support or e-commerce experience

Training & Onboarding

We set you up for success from day one:

• Fully paid training (15–20 working days)
• Monday–Friday | 09:00 – 18:00 (incl. holidays)
• Training conducted in English
• Includes customer management across phone, email & chat
• Hands-on learning + independent task execution

Working Schedule

• 40 hours/week (8h/day + 1h lunch)
• Rotational shifts: Monday to Sunday
• Operating hours: 07:00 – 00:00
• Flexibility required (including occasional overtime based on volume)

What's in It for You

You can choose your package:

• Performance bonus
• Holiday & Christmas allowances included
• Private Health Insurance
• Career growth opportunities in an international environment

Hiring Process

• Application Review
• Online Language Assessment
• Interview with the Client