Italian Speaking Customer Support Specialist

1 semana atrás

Lisboa, Lisboa, Portugal Cross Border Talents Tempo inteiro
Customer Service Specialist – Italian Speaking (Social Media & B2B Support)

Location: Lisbon, Portugal (On-site)
Contract Type: 6-month contract
Start: ASAP
Work Model: Onsite only

About the Role

We are looking for a Italian-speaking Customer Service Specialist to support our client's B2B advertisers on one of the world's leading social media platforms.
You will be responsible for end-to-end product troubleshooting, handling advertiser inquiries, and providing high-quality customer support related to digital advertising products.

Key Responsibilities

  • Take an active role in identifying opportunities to enhance service quality and improve the overall advertiser experience.

  • Handle and resolve end-to-end product troubleshooting via email and chat channels.

  • Provide customer support for a wide range of advertising products, including technical and product-related queries.

  • Collaborate closely with internal Product Operations and Engineering teams to drive timely resolution of open cases.

  • Ensure high customer satisfaction levels through consistent communication and quality support throughout the case lifecycle.

  • Meet productivity targets and service level metrics, contributing to Best-in-Class support performance.

  • Partner with technical specialists to educate advertisers on product features, campaign setup, and common issue categories.

Requirements

  • Experience in paid campaign management is mandatory.

  • Degree in Marketing or a related field.

  • Experience in Digital Marketing.

  • Previous experience in a Contact Centre or Service Program for an Advertising Tech company.

  • Fluent knowledge of social media platforms and basic understanding of digital advertising concepts.

  • Strong customer service orientation, with excellent problem-solving and communication skills.

  • Ability to work independently as well as in a collaborative team environment.

  • Fluent Italian (C1/C2) and good command of English.

Work Schedule Initial Schedule: 12-Hour Operational Window

Monday to Sunday – 07:00 to 19:00
Two rotational shifts:

  • 07:00 – 16:00

  • 10:00 – 19:00

Future Schedule (Date TBD by Client):

24/7 operation – Monday to Sunday

  • Rotational shifts

  • 2 rotating days off per week

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