Customer Support Representative

David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit a Italian speaking Customer Support Representative for their office in Lisbon.

Position: Customer Support Representative

Location: Lisbon, Portugal

Work model: On-site

Employment type: Full-time (6 month contract)

DUTIES AND RESPONSIBILITIES:

• Take an active role from day one in identifying opportunities to enhance service quality and elevate the overall user experience
• Manage and resolve end-to-end product troubleshooting and customer support cases across email and chat channels
• Own each query and collaborate closely with internal Product Operations and Engineering teams to resolve generic, technical, and product-related issues
• Maintain strong Customer Satisfaction levels by ensuring high-quality case handling and delivering timely updates throughout the resolution journey
• Meet service level commitments across channels while driving Best in Class productivity and improving resolution times
• Partner with internal technical experts to educate advertisers on product features, best practices, and common issue types.

REQUIREMENTS:

• Native/fluent in Italian both verbal and written (C2 level). Fluent in English (minimum B2 level)
• Experience in paid campaign management is mandatory
• Degree in Marketing or a related field
• Background in Digital Marketing
• Experience in a Contact Centre or service environment within the Ad Tech industry
• Strong familiarity with social media platforms and a basic understanding of digital advertising
• Excellent customer service skills
• Ability to work effectively both independently and as part of a team
• Ability to work shifts (24/7 shift rotation).

BENEFITS:

• Modern office with open spaces, easy to access with public transportation
• Comprehensive initial training and and guidance to make sure you're well prepared and comfortable at a new workplace
• Support from colleagues with coaching and mentoring opportunities
• Health and Wellbeing initiatives
• Monthly meal allowance
• And much more!!!