Italian Speaking Customer Advisor

Ignite Travel; Lisboa; On-site; EUR 12,000 - 14,000; Full time

Benefits offered by this job

Advancement opportunities

Paid onboarding

Work environment

Private health insurance

Lisbon location

Job summary

Ignite Travel in Lisbon is seeking an Italian-speaking Customer Support Specialist to join our multicultural team. You will assist Italian-speaking clients via phone, chat, and email from our Lisbon office, delivering empathetic service and timely resolutions.

This full-time, on-site role offers two compensation options: a Local Resident Package (€1,262.33 gross/month) or a Relocation Package (€1,059.00 gross/month) plus company-managed apartment and flight reimbursement.

Qualifications

• Italian language native fluency or advanced (C1/C2) in written and spoken Italian.
• English proficiency at least B2 to enable internal communication.
• Willingness to work in a 24/7 on-site shift pattern.

Responsibilities

• Handle Italian client inquiries via phone, chat, and email with empathy and professionalism.
• Diagnose issues, identify root causes, and provide fast, tailored solutions.
• Log all client interactions and resolutions accurately in CRM systems.
• Aim to meet and exceed CSAT, First Contact Resolution, and handling-time targets.
• Participate in ongoing training to stay updated on products and processes.

Skills

Italian

English

Job description

Job Title: Italian-Speaking Customer Support Specialist

Location: Lisbon, Portugal (100% On-Site)

Target Start Date: Immediate

Shift Structure: 24/7 rotational schedule (5 days per week, 8 hours per day)

Employment Type: Full-Time

Languages Required: Fluent Italian (C1/C2) & Business English (B2)

Compensation Options:

• Local Resident Package: €1,262.33 gross/month (12-month payment structure)

• Relocation Support Package: €1,059.00 gross/month + Company-provided shared apartment with utilities included & flight reimbursement

Position Summary

Eager to launch a fulfilling career path in Portugal? Our team is actively seeking service-driven Italian speakers to join our multicultural workforce based in Lisbon.

Representing world-class global brands, you will assist Italian-speaking clients by resolving incoming inquiries across telephone, digital chat, and email channels. This opportunity is ideally suited for dynamic, solution-minded individuals who excel in high-energy operational environments, offering a fantastic entry point into an international career within one of Europe's most iconic coastal capitals.

Key Responsibilities & Core Tasks

• Customer Interaction: Handle incoming support contacts from Italian clients via phone calls, live messaging, and email while consistently demonstrating empathy, professionalism, and care.

• Issue Resolution: Diagnose customer difficulties, pinpoint root causes, and present tailored, effective solutions with composure and speed to ensure swift first-contact resolution.

• System Logging: Maintain accurate, comprehensive records of client engagements, case updates, and technical resolutions within internal enterprise CRM systems.

• Performance Goals: Reliably achieve and exceed operational benchmarks, including customer satisfaction (CSAT) ratings, First Contact Resolution metrics, and average interaction handling times.

• Ongoing Learning: Engage in regular skill-building sessions and workshops to remain up to date on new product features, operational standards, and internal procedures.

Qualifications & Candidate Requirements

Essential Criteria:

• Italian Language: Native fluency or advanced operational mastery (C1/C2) in written and spoken Italian to deliver seamless customer care.

• English Competency: Minimum B2 proficiency to facilitate clear internal dialogue, system onboarding, and cross-team alignment.

• Schedule Flexibility: Readiness to work within a flexible 24/7 rotational shift framework (5 days a week, 8 hours daily).

• On-Site Requirement: Daily, full-time physical attendance at our state-of-the-art office premises in Lisbon (remote work is not available).

• Work Authorization: EU/EEA citizenship, a valid European passport, or legal documentation granting full rights to work in Portugal.

Key Attributes:

• Outstanding communication skills, sharp active listening, emotional composure under tight deadlines, high empathy, and a strong personal drive.

Compensation Models & Employment Packages

Candidates can select from two distinct compensation structures tailored to their relocation needs:

Option 1: Local Resident Package

• Base Pay: €1,262.33 gross per month (distributed over a 12-month annual payment structure).

• Target Audience: Ideal for applicants currently based in the Lisbon metropolitan area or those who wish to manage their living arrangements independently.

Option 2: Relocation Support Package

• Base Pay: €1,059.00 gross per month (distributed over a 12-month annual payment structure).

• Accommodation: A private bedroom within a shared, company-managed flat with all core utility charges (electricity, water, gas, internet) fully covered.

• Travel Benefits: Full refund of initial flight expenses following successful completion of the probationary period, along with complimentary airport transfer upon arrival.

Employee Perks & Benefits

• Advancement Opportunities: Transparent, structured internal progression paths leading into roles within Quality Assurance, Operational Leadership, Training, or Management.

• Paid Onboarding: Extensive, fully compensated initial training program starting from day one to guarantee long-term professional success.

• Work Environment: An energetic, global workplace atmosphere featuring employee sports clubs, social gatherings, team-building events, and modern, well-connected office spaces.

• Health & Wellness: Private health insurance coverage activated after 6 months of continuous employment, supported by specialized mental health resources.

• Location Advantages: Relish living in Lisbon, celebrated for its sunny Mediterranean climate, historic architecture, world-class dining, and active lifestyle.