Customer Service Executive - Italian Market Lisboa

Overview

Customer Service Executive - Italian Market role at Smartbox Group. Work in Lisbon for the Italian market in a dynamic company with fixed schedule and a hybrid working model. You will be the face of Smartbox towards our customers and partners, delivering best in class service via phone, email, chat and social media. As a customer service agent you will also be focused on strengthening our B2B partnerships by supporting them in their daily business with Smartbox, including partner onboarding, support of the use of processes and tools and ensuring that partners are able to work easily and efficiently with Smartbox.

Responsibilities

• Support the customer and work on upsell during exchange and order process.
• Effectively manage incoming contacts from customers and partners by any channel: phone,
  - mail, chat, social media.
• Provide a professional service to support customers and partners to be more
  - efficient.
• Record specific details of customer and partner contacts and ensure actions taken on each and every case.
• Research answers or solutions as needed within our policies and help to identify improvement areas.
• Effective complaint handling to meet instant satisfaction.
• Ensure Partners are aware of the latest Smartbox innovations to drive partner engagement and satisfaction.
• Maintain schedule adherence to support colleagues and customers to the best of your ability.
• Work with the management team to stay updated on product knowledge and any changes in company policies and processes.
• Collaborate with the team to deliver and exceed KPI targets for quality and quantity and to support brand development.

Required competencies / skills

• Good communication skills – verbal and written – in English
• Fluent communication skills – verbal and written – in Italian
• Recent customer service experience (in a contact center environment preferably) or B2B support experience
• Strong organizational, time management and problem solving skills
• Detail oriented
• Customer, partner and solution oriented with a professional approach
• Enthusiastic, logical, proactive, curious, flexible and positive attitude
• Ability to exercise independent judgment on situations
• Ability to understand complex information and processes
• Ability to work in a fast paced environment
• Ability to handle calls, emails, social media or web chats and take notes at the same time
• Team player with ability to build and maintain relationships both internal and external

Desired competencies / skills

• Motivated by own and team performance in a very number driven environment
• Fast / good typing skills
• Experience in Salesforce use or other similar CRM software
• Ability to multitask and navigate through several systems at the same time

Seniority level

• Entry level

Employment type

• Contract

Job function

• Customer Service
• Industries: Travel Arrangements