Italian Speaking Customer Support Specialist

Kats Recruitment; Lisboa; On-site; EUR 16,000 - 25,000; Full time

Benefits offered by this job

On-site Lisbon office

Rotating 40h weekly shifts

Salary + bonuses + meal allowance + 12

Job summary

Kats Recruitment in Lisbon, Portugal, is seeking an Italian-speaking Customer Support Specialist for an on-site role. You will assist Italian-speaking customers via phone, email, and live chat, resolve account and billing inquiries, and guide users through platform navigation in a collaborative international environment.

The position requires Italian (C1/C2) and English (B2+) proficiency, a customer-first mindset, and flexibility to work rotating shifts at the Lisbon office.

Qualifications

• Native or near-native fluency in Italian (C1/C2).
• Good working knowledge of English (B2+).
• Customer-first mindset with empathy and problem-solving.
• Clear verbal communication and precise writing.
• Digital literacy; comfortable with multiple browser tabs and CRM tools.
• Available to work on-site in Lisbon on rotating schedule.
• Previous customer support experience is an asset, entry-level candidates welcome.

Responsibilities

• Deliver high-quality customer assistance in Italian via phone, email, and live messaging.
• Assist customers with inquiries on account settings, orders, billing, and platform navigation.
• Identify root causes of issues and guide users toward clear, sustainable resolutions.
• Maintain high CSAT and adhere to established response and quality metrics.
• Record customer interactions, feedback, and resolutions in CRM databases.
• Collaborate with peers and escalation units to resolve complex cases efficiently.

Skills

Italian fluency (C1/C2)

English proficiency (B2+)

Customer-focused

Active listening

Verbal communication

Digital literacy

Rotating schedule availability

Tools

CRM systems

Job description

Italian Speaking Customer Support Specialist | Lisbon

Job Description

We are recruiting Italian-speaking Customer Support Specialists for an on-site position based in Lisbon, Portugal, delivering premium customer care across digital communication channels for a global consumer brand.
In this role, you will act as the key touchpoint for Italian-speaking consumers, providing prompt assistance, resolving product and account inquiries, and delivering empathetic, first-class customer experiences within a collaborative and dynamic international environment.

Your Role

• Deliver high-quality customer assistance in Italian via phone, email, and live messaging.
  
• Assist customers with inquiries concerning account settings, orders, billing, and platform navigation.
  
• Identify root causes of customer issues, diagnose basic technical glitches, and guide users toward clear, sustainable resolutions.
  
• Maintain high standards of customer satisfaction (CSAT) and adhere to established response and quality metrics.
  
• Record customer interactions, feedback, and resolutions accurately in CRM databases.
  
• Identify recurring issues or usability obstacles and proactively communicate them to team leads.
  
• Collaborate with peers and internal escalation units to resolve complex cases efficiently.
  

Your Qualifications

• Native or near-native fluency in Italian (C1/C2 level), both written and spoken.
  
• Good working knowledge of English (B2 level or higher) for internal communication, systems, and training.
  
• Customer-first mindset with strong active listening, empathy, and problem-solving abilities.
  
• Clear verbal communication and precise, grammatically sound written skills.
  
• Digital literacy and ease in navigating multiple browser tabs, tools, and databases simultaneously.
  
• Previous experience in customer support, contact centers, hospitality, or retail is an asset, but motivated entry-level candidates are welcome.
  
• Availability to work on-site in Lisbon on rotating operational schedules covering Monday through Sunday.
  

The Offer

• Work Location: Modern office campus in Lisbon, Portugal (full-time on-site).
  
• Work Schedule: 40 hours per week, 8-hour daily shifts on a rotating schedule from Monday to Sunday (with 2 scheduled rest days per week).
  
• Compensation & Benefits: Competitive monthly base salary, performance-related monthly bonuses, daily meal allowance on a prepaid card, and integrated holiday and Christmas allowances.
  
• Health & Wellness: Comprehensive private health insurance coverage from day one.
  
• Relocation Package: Full relocation support available for eligible candidates moving to Lisbon (including travel reimbursement and company accommodation options).
  
• Training: Thorough, fully paid initial training program covering product knowledge, tools, and customer service standards.
  
• Workplace Culture: Vibrant, multicultural team environment with social activities, sports events, and clear avenues for internal career progression.