Italian speaking Customer Support Agent

Job title: Italian speaking Customer Support Agent
Location: Oxford (100% office based) Salary: up to £28,000
Contract Type: Perm
Working Hours: 8am – 4.30pm

Please note: You must be available to start on the 25th of April 2022
What you’ll do: As a Customer Support Agent, you will undertake a variety of duties from troubleshooting technical Issues to investigate in-depth, complex cases where your mediation and negotiation skills will be called upon to deliver a high level of resolution.

Using all available knowledge tools and resources to achieve the defined KPIs you will be required to quickly diagnose and triage issues, resolve incidents and/or dispatch to the next resolving group according to the escalation process.

You are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.
Your key responsibilities will include:

Handle English and Italian inbound/outbound calls/emails or chats according to company policy
Identify and resolve customers’ requests/questions or complaints using relevant knowledge base tools or other technical resources
Ensure excellent troubleshooting documentation
Communicate and consult with colleagues to share best practice
Follow best practice incident management processes to ensure the KPIs are met
Comply with/complete global support specific or ad-hoc tasks
Escalate complex tickets to 2nd tier support and follow up for resolution
Meet support KPIs (Initial response time, Quality scores, Client happiness rating)

The ideal person for this role will be:

1-3 years of proven experience in a Customer Service position where technical skills and troubleshooting was required (preferably in the B2B sector).
Ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction.
Experience within the travel, tourism, leisure and hospitality industries would be an advantage but is not essential if you have a passion for customer care.
Experience of working to customer satisfaction-based targets and operational metrics such as quality and handle time.

  • Location: Oxfordshire, England
  • Salary: Up to £28000 per annum
  • Type: Permanent
  • Recruiter: ABL Recruitment
  • Posted: 14-Apr-2022
  • Posted on: