Senior Customer Support Executive, Italian & French Speaking
New
J
JobgetherCustomer Support
UK; Fully remote work model with flexibility across approved European locations.Full-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English, Italian, French
- Experience
- 5+ years
- Required Skills
- Problem SolvingMultitaskingZendeskCustomer support
Requirements
- 5+ years of experience in online customer support, live chat, and customer-facing communication roles.
- Native or full professional proficiency in English, Italian, and French is required.
- Strong customer-first mindset with a commitment to delivering exceptional service.
- Excellent problem-solving skills and ability to take full ownership of customer issues.
- Ability to multitask across different platforms while maintaining accuracy and attention to detail.
- Proactive and forward-thinking approach with the ability to anticipate customer needs.
- Strong communication skills and confidence acting as the customer advocate internally.
- Experience collaborating effectively with multiple teams and stakeholders.
- Ability to work independently in a remote environment while maintaining high performance.
- Experience with Zendesk or similar customer support platforms is highly desirable.
- Fluency in Spanish is considered a plus.
Responsibilities
- Respond to customer inquiries through live chat, WhatsApp, email, and other support channels, providing accurate and timely solutions.
- Manage customer issues related to orders, logistics, website functionality, and general platform usage.
- Handle complex customer escalations with professionalism, ownership, and a problem-solving approach.
- Act as the voice of the customer by identifying recurring challenges and collaborating with internal teams on improvements.
- Support onboarding and training of new team members, sharing knowledge and helping improve team capabilities.
- Coach colleagues and provide guidance on challenging cases and customer interactions.
- Monitor key performance indicators such as response time, resolution time, and customer satisfaction metrics.
- Collaborate with different departments to identify root causes and implement solutions that enhance the customer journey.
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