Italian Speaking Customer Experience Specialist

Ignite; Lisboa; On-site; EUR 18,000 - 21,000; Full time

Job summary

Ideal candidates are fluent in Italian (C1/C2), have strong communication and problem-solving skills, and are comfortable using CRM tools. English skills are a plus. The position includes paid onboarding and a monthly base salary of €1,200 with a performance bonus potential up to €150.

Qualifications

• Must be fluent in Italian (C1/C2) with strong written and spoken skills.
• Working knowledge of English is a plus.
• Experience in fast-paced customer service environments is preferred.

Responsibilities

• Interact with Italian-speaking customers across voice, email, and live chat.
• Handle peak holiday volume with timely responses.
• Resolve queries about orders, deliveries, returns, and payments.
• Document interactions and updates in the CRM system.
• Collaborate with supervisors to maintain service quality.

Skills

Italian fluency

English proficiency

Customer service

CRM basics

Tools

CRM software

Job description

IMPORTANT NOTE: Candidates must be local to Lisbon and possess a valid Portuguese Residency Card/Work Permit (Cartão de Residência), active NIF, and active NISS.

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

Schedule: Full-time (40 Hours/Week | Mon–Fri, 08:00–17:00 | Fixed Weekends Off)

Base Salary: €1,200 gross/month (14-month basis, pro-rated) + up to €150/month Performance Bonus

Are you an Italian speaker living in Lisbon who wants to advance your career during the busiest retail period of the year? We are actively hiring Customer Experience Specialists to join our central Lisbon team, helping manage increased customer activity through Black Friday, Christmas, and the New Year Winter Sales.

Primary Duties & Responsibilities

• Customer Interaction: Deliver prompt, professional, and courteous assistance to Italian-speaking shoppers across voice, email, and live chat channels.
• Peak Volume Handling: Effectively manage high volumes of inbound inquiries throughout peak holiday shopping and winter promotional periods.
• Problem Solving: Resolve customer queries regarding item availability, order tracking, delivery status, payment processing, returns, and exchanges.
• Record Keeping & CRM: Accurately document customer interactions, ticket updates, and resolution details within our CRM system.
• Teamwork: Partner with supervisors and colleagues to uphold high service quality and reach team performance objectives.

Requirements & Qualifications

• Language Proficiency: C1/C2 fluency (native or near-native level) in written and spoken Italian. Working proficiency in English is a strong plus.
• Mandatory Legal Documentation: Must currently reside in Portugal and hold all mandatory documentation:
  • Valid Portuguese Residency Card / Work Permit (Cartão de Residência)
  • Active Portuguese NIF (Número de Identificação Fiscal)
  • Active Portuguese NISS (Número de Identificação da Segurança Social)
• Work Preference: 100% on-site attendance required at our central Lisbon office.
• Key Skills: Outstanding communication, problem-solving, and conflict-resolution abilities in fast-paced operational environments.
• Technical Skills: Basic computer competency with the adaptability to learn CRM software quickly.

Location & Work Hours

• Shift Schedule: Monday through Friday, 08:00 – 17:00 (Includes a 1-hour lunch break)
• Days Off: Fixed weekends off (Saturdays and Sundays)
• Workplace Location: Lisbon, Portugal (Central position with excellent public transport access)

Salary & Remuneration

Base Gross Salary: €1,200 / month across 14 months (pro-rated based on contract duration)

Performance Incentive: Up to €150 / month awarded based on key KPI metrics

Comprehensive Training: Fully paid onboarding and skill-building sessions provided before peak activity begins

Workplace Environment: A contemporary, multicultural office environment located in central Lisbon