Customer Service Executive – Italian Market Work in Lisbon for the Italian market in a dynamic company with a fixed schedule and a hybrid working model!
This is an exciting opportunity for a customer & relationship focused individual, with a great attitude and work ethic. We are the leading European player in the leisure gift market offering over 180,000 unique experiences to create unforgettable memories. Our operations department is a multicultural and fast-paced environment, so if this sounds like your kind of workplace, you might be the perfect fit. You will be the face of Smartbox towards our customers & partners, delivering best-in-class service via phone, email, chat, and social media. As a customer service agent, you will also be focused on strengthening our B2B partnerships base by supporting them in their daily business with Smartbox, including partner onboarding, support of the use of processes and tools, and generally ensuring that partners are in a position to work easily and efficiently with Smartbox.
The ideal candidate should have a great attitude and work ethic to join our growing, fun, and dynamic company.
Key Responsibilities include:
Upselling during the exchange and order process.
Managing incoming contacts from customers & partners by any channel: phone, e-mail, chat, social media.
Providing professional service to support customers & partners to be more self-efficient.
Documenting specific details of customer & partner contacts and ensuring actions taken on each case.
Providing answers or solutions as needed within our policies and helping to identify improvement areas.
Handling complaints to meet instant satisfaction.
Keeping partners informed of the latest Smartbox innovations to drive engagement and satisfaction.
Adhering to the schedule to support colleagues and customers to the best of your ability.
Collaborating with the management team to stay updated on product knowledge and changes in company policies and processes.
Working effectively with the team to deliver and exceed KPIs for quality and quantity to support brand development.
Required Competencies/Skills:
Communication skills – verbal and written - in English
Communication skills – verbal and written - in Italian
Customer service experience (preferably in a contact center environment) or B2B support experience (not mandatory)
Organizational, time management, and problem-solving skills
Partner and solution-oriented with a professional approach
Logical, proactive, curious, flexible, and positive attitude
Ability to exercise independent judgment in situations
Understanding complex information and processes
Ability to work in a fast-paced environment
Ability to handle calls, emails, social media, or webchats while taking notes
Team player with the ability to build and maintain relationships both internally & externally
Desired Competencies/Skills:
Ability to work independently and also contribute to team performance in a very number-driven environment
Experience with Salesforce or other similar CRM software
Ability to multitask and navigate through several systems at the same time
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