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Italian speaking Customer Support Agent

Job title: Italian speaking Customer Support Agent

Location: Oxford (100% office based)
Salary: up to £28,000

Contract Type: Perm

Working Hours: 8am - 4.30pm

Please note: You must be available to start on the 25th of April 2022

What you'll do:
As a Customer Support Agent, you will undertake a variety of duties from 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.

Using all available knowledge tools and resources to achieve the defined KPIs you will be required to quickly diagnose and triage issues, resolve incidents and/or dispatch to the next resolving group according to the escalation process.

You are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.

Your key responsibilities will include:

  • 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)

The ideal person for this role will be:

  • 1-3 years of proven experience in a Customer Service position where technical skills and troubleshooting was required (preferably in the B2B sector).

  • Ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction.

  • 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 to customer satisfaction-based targets and operational metrics such as quality and handle time.

  • Start: ASAP
  • Rate: Up to £28000 per annum
  • Location: Oxfordshire, England
  • Type: Permanent
  • Industry: Customer_services
  • Recruiter: ABL Recruitment
  • Contact: Minal Gohil
  • Tel: 020 7092 3939
  • Fax: 020 7836 7615
  • Email: to view click here
  • Posted: 2022-04-14 13:28:44 -

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