Customer Experience & BPO

Italian Customer Support Representative

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.

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).

Modern office in a city center 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!!!