Customer Service Agents (m/f) / Italian Client Advisor Italian

Start: September, October, November

We are partnering with a leading international customer experience provider to recruit an Italian Client Advisor for a dynamic Lisbon-based team. In this role, you will deliver high-quality client support and personalised service to Italian-speaking customers, handling enquiries, account assistance and issue resolution while promoting relevant products and creating excellent customer experiences.

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Your Role

- Provide exceptional customer service in Italian for inbound and outbound enquiries via phone, email and chat.
- Assist customers with account queries, product information, service activations, modifications and cancellations.
- Advise customers on product features, eligibility and requirements to ensure appropriate solutions are provided.
- Identify opportunities to upsell or cross-sell relevant services and add-ons while prioritising customer needs.
- Manage CRM and internal systems accurately to record interactions, follow-ups and case notes.
- Resolve complaints and service issues with empathy, ownership and timely escalation when necessary.
- Collaborate with internal teams and external partners to ensure smooth service delivery and problem resolution.
- Meet individual and team KPIs for quality, efficiency and customer satisfaction.
- Contribute to continuous improvement by sharing customer feedback and proposing process enhancements.

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Your Qualifications

- Native or C2 level Italian (spoken and written).
- English at B2 level or higher.
- At least 1–2 years’ experience in customer service, client support or a related role is preferred.
- Strong communication and interpersonal skills with a customer-first mindset.
- Ability to work accurately under pressure and manage multiple enquiries simultaneously.
- Familiarity with CRM systems and standard office software is an advantage.
- Problem-solving skills and the ability to handle escalations calmly and professionally.
- Organised, detail-oriented and comfortable working in a fast-paced, metrics-driven environment.
- Eligible to work in Portugal and able to commute to the Lisbon office as required.

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The Offer

- Full-time position with fixed weekday working hours.
- Hybrid work model following training and probation (partial work from home based on performance).
- Competitive salary with performance-based bonus opportunities.
- Welcome bonus during the first year.
- Private health and life insurance from day one (including dental and vision where applicable).
- Daily meal allowance via prepaid card and transport allowance where applicable.
- Access to corporate wellbeing initiatives and local benefits.
- Relocation support package available for international candidates.
- Stable international project with clear progression and internal mobility opportunities in a modern Lisbon office.