Italian Speaking Customer Experience Specialist (on-site)

About the job Italian Speaking Customer Experience Specialist (on-site)

IMPORTANT NOTE: Candidates must be local to Lisbon and possess a valid Portuguese Residency Card/Work Permit (Cartão de Residência), active NIF, and active NISS.

Location: Lisbon, Portugal (100% On-site)

Schedule: Full-time (40 Hours/Week | Mon-Fri, 08:00-17:00 | Fixed Weekends Off)

Base Salary: €1,200 gross/month (14-month basis, pro-rated) + up to €150/month Performance Bonus

Are you fluent in Italian, residing in Lisbon, and ready for an exciting role during the peak retail season? Our Lisbon office is seeking dedicated Customer Experience Specialists to assist our Italian-speaking customer base during the high-demand periods of Black Friday, Christmas, and New Year Winter Sales.

Key Accountabilities

• Engaging Shoppers: Provide cheerful, helpful, and high-quality assistance to Italian customers via phone, email, and live messaging.
• Managing High Inflow: Efficiently handle large surges of inquiries during key holiday promotions and winter clearance events.
• Resolving Requests: Guide shoppers with order status updates, delivery tracking, stock checks, payment processing, returns, and refunds.
• CRM Management: Maintain organized and accurate records of all customer communications and support logs in our CRM system.
• Collaborative Effort: Work hand-in-hand with team leads and peers to maintain superior service standards and reach operational targets.

Candidate Profile & Criteria

• Language Requirements: Native or fluent command of Italian (C1/C2 level, spoken and written). Basic to good English fluency is beneficial.
• Mandatory Legal Documentation: Must be based in Portugal with complete legal right to work:
  
  
  • Valid Portuguese Residency Card / Work Permit (Cartão de Residência)
  • Active Portuguese NIF (Número de Identificação Fiscal)
  • Active Portuguese NISS (Número de Identificação da Segurança Social)
• Work Structure: 100% on-site working model in central Lisbon.
• Essential Attributes: Strong interpersonal talents, critical thinking, and the capability to manage challenging situations in high-demand settings.
• IT Familiarity: General computer literacy and readiness to master internal CRM platforms.

Hours & Location Overview

• Work Shifts: Monday to Friday from 08:00 to 17:00 (with a 60-minute break included)
• Rest Days: Saturday and Sunday off every week
• Location: Lisbon, Portugal (Convenient central office location close to public transit options)

Benefits & CompensationMonthly Base Salary: €1,200 gross/month calculated on a 14-month annual structure (pro-rated to tenure)

Monthly Incentive: Up to €150 per month based on performance indicators

Paid Onboarding: In-depth paid training program to fully prepare you for success before the rush starts

Company Culture: A modern, inclusive workplace setting featuring a friendly international team in central Lisbon

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