CROSS BORDER TALENTS is hiring a Support agent - Social media platform

Our client project is a leading social media platform dedicated to connecting people and fostering communities worldwide. The mission is to provide a safe, enjoyable, and enriching user experience for everyone. We are looking for passionate and customer-oriented individuals to join our support team to assist our Spanish or Italian-speaking users. Key Responsibilities: - Respond promptly and professionally to customer inquiries via social media channels, email, and live chat in Spanish or Italian. - Resolve customer complaints and issues efficiently, providing appropriate solutions and alternatives within the time limits. - Follow up to ensure resolution and maintain high customer satisfaction levels. - Identify and assess customers’ needs to achieve satisfaction. - Keep accurate records of customer interactions and actions taken. - Collaborate with other team members and departments to resolve complex issues and improve the overall customer experience. - Provide feedback on the efficiency of the customer service process and suggest improvements. - Stay up-to-date with platform updates, changes, and new features to provide accurate information to customers. Requirements: - Fluency in Spanish or Italian (both written and spoken) is mandatory. - Excellent communication skills and a strong customer focus. - Proven experience in customer support or a related field is preferred. - Familiarity with social media platforms and their functionalities. - Ability to multi-task, prioritize, and manage time effectively. - Strong problem-solving skills and the ability to remain patient and empathetic when dealing with challenging situations. - Basic technical skills and the ability to learn new software quickly. - Availability to work flexible hours, including weekends and holidays, if required. Preferred Qualifications: - Experience with customer service software (e.g., Zendesk, Freshdesk) and CRM systems. - Knowledge of other languages is a plus. - Experience in a remote work environment. Benefits: - Competitive salary and performance-based incentives. - Opportunities for career growth and development. - Flexible working hours. - Comprehensive training and onboarding program. - Access to employee wellness programs. - Collaborative and supportive work environment.