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Italian Compliance Specialist for E-Commerce

1 semana atrás

Lisboa, Lisboa, Portugal TN Portugal Tempo inteiro

Welcome to TN Portugal, a leading online travel agency. We are seeking an Italian Compliance Specialist to join our team in Lisbon, Portugal.

Job Description

We are looking for a highly motivated and detail-oriented individual to fill the role of Italian Compliance Agent for our online travel agency. As a key member of our customer support team, you will be responsible for ensuring that our interactions with customers meet the highest standards of quality and compliance.

The ideal candidate will have native or fluent Italian language skills, as well as strong English communication skills. You will also possess excellent listening and written/oral communication skills in supported languages, and be computer literate.

Your daily responsibilities will include:

  • Audits of Renewal Interactions: Conduct thorough assessments of interactions between renewal agents and customers, reviewing communication, adherence to protocols, and effectiveness in retaining customers.
  • Data Analysis and Insight Generation: Dive deep into performance metrics and customer feedback, analyzing trends, identifying patterns, and extracting actionable insights that could drive improvements in our retention strategies.
  • Feedback Provision: Act as a bridge between our company and outsourcing centers, providing structured, constructive feedback based on audit findings to both internal teams and external partners.
  • Quality Assurance Oversight: Completion of "Audit the Auditor" to ensure the consistency and reliability of quality assessments conducted by outsourced quality analysts.

To succeed in this role, you will need to have:

  • Native or proficient level of Italian (C2)
  • Advanced level of English (at least C1) both verbal and written
  • Computer literacy
  • Excellent listening and written/oral communication skills in supported languages
  • Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies
  • Analytical skills
  • Good at building strong relationships with existing clients and accounts
  • Motivated and enthusiastic personality
  • Self-organized, planning and prioritization skills
  • Dependable, reliable, and able to perform duties with minimum supervision
  • Ability to interact positively with peers and supervisors
  • Patient, empathetic, and unique ability to manage stress
  • Ability to work under pressure and adapt quickly to adverse situations
  • Technical aptitude and the ability to pick up new technology quickly
  • Familiarity with ticketing systems
  • Experience with policy work or help resource project management
  • Able to follow guidelines and instructions
  • Ability to keep calm and clear-headed in critical situations
  • Ability to think outside the box
  • Ability to demonstrate confidence when imparting information or dealing with troubled callers
  • Must hold EU citizenship or a valid work permit for Portugal
  • Be a local candidate or willing to relocate to Lisbon, Portugal

Benefits

As a valued member of our team, you can expect:

  • Competitive wages
  • Relocation package
  • Paid professional training
  • Employee discounts
  • Private healthcare & dental insurance (after six months of employment)
  • Growth opportunities through various development programs
  • Fun and engaging company-wide initiatives, including our EverBetter wellness program
  • Job stability
  • Life-long skills and experience
  • Excellent work culture