Italian Speaking Customer Support Specialist (Hybrid)

Temporary Italian Speaking Customer Support Specialist (6 Months) - Oxford or London (Hybrid)

Anne Jagger Recruitment is working with our client, a global travel sector leader, to recruit a temporary Italian Customer Support Specialist.

This role is to start ASAP, on an initial 6-month period, and offers a pay rate of £13 per hour plus holiday pay. This is a hybrid role working 3 days in Oxford or central London office and 2 days from home.

To be successful in this role you need to resolve troubleshooting technical Issues to investigate in-depth, complex cases where your mediation and negotiation skills will be called upon to deliver a high level of resolution.

Key Requirements:

· Handle English and Italian inbound/outbound calls/emails or chats according to company policy.

· Identify and resolve customers’ requests/questions or complaints using relevant knowledge base tools or other technical resources.

· Ensure excellent troubleshooting documentation.

· Communicate and consult with colleagues to share best practice.

· Follow best practice incident management processes to ensure the KPIs are met.

· Comply with/complete global support specific or ad-hoc tasks.

· Escalate complex tickets to 2nd tier support and follow up for resolution.

· Meet support KPIs (Initial response time, Quality scores, Client happiness rating

Skills and Experience:

The ideal person for this role will be:

· Customer-oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution.

· 1-3 years of proven experience in a Customer Service position where also technical skills and troubleshooting were required

· "Problem Solving" character - Ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction.

· A team player who is positive, friendly and has a can-do attitude towards staff and customers.

· Receptive to constructive feedback and changes within the business.

· Confident and competent in handling complaints, mediation and troubleshooting technical issues.

· Experience within the travel, tourism, leisure and hospitality industries would be an advantage but is not essential if you have a passion for customer care.

· Experience of working on customer satisfaction-based targets and operational metrics such as quality and handling time.

· Fluency in written and spoken English & Italian language is essential.

Anne Jagger Recruitment Ltd is an employment agency and employment business

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, age, marital status, religion, colour, age, race, disability or sexual orientation. Each candidate will be assessed only in accordance with their skills, qualifications and abilities to perform the tasks of the specific role.

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