About the Role
The candidate will provide timely and accurate support to customers using Italian and English, handling inquiries, troubleshooting problems, and maintaining high satisfaction across support channels.
Responsibilities
- Respond to customer inquiries in Italian and English promptly and professionally
- Assist users with booking modifications and reservation issues
- Troubleshoot technical problems on web and mobile platforms
- Escalate complex cases to appropriate internal teams
- Maintain accurate records of customer interactions
- Follow established procedures for issue resolution
- Ensure compliance with data protection policies
- Provide feedback to improve customer-facing tools
- Work closely with cross-functional teams to resolve service disruptions
- Monitor support tickets and respond within defined timeframes
- Handle refund and cancellation requests according to policy
- Guide customers through platform features and functionalities
- Report recurring issues to product and engineering teams
- Maintain up-to-date knowledge of service offerings
- Participate in team meetings and training sessions
- Adhere to service level agreements
- Use CRM software to manage customer cases
- Identify opportunities to improve support processes
- Deliver empathetic and solution-oriented service
- Maintain a professional tone in all communications
Compensation
Competitive salary based on experience
Work Arrangement
Full-time, remote position
Team
Part of the global customer service team
Languages Required
- Native or near-native proficiency in Italian is mandatory
- Fluency in English is required for internal and external communication
Work Environment
- Fully remote setup with secure company-provided tools
- Flexible scheduling based on team coverage needs
- Regular virtual check-ins with team leads
Not available
