Description
Are you Italian native or fluent with strong English communication skills? Looking to make your career in a multicultural environment in sunny and happy Lisbon? We have the perfect opportunity for you! Join our Italian Customer Support team with our client, one of the largest online travel agencies worldwide, serving more than 20M customers.
Your future project:
Audits of Renewal Interactions: Conduct thorough assessments of interactions between renewal agents and customers, reviewing communication, adherence to protocols, and effectiveness in retaining customers.
Data Analysis and Insight Generation: Analyze performance metrics and customer feedback to identify trends and extract actionable insights for improving retention strategies.
Feedback Provision: Act as a bridge between our company and outsourcing centers, providing structured feedback based on audit findings to foster continuous improvement in service quality and customer retention.
Quality Assurance Oversight: Complete "Audit the Auditor" to ensure the consistency and reliability of quality assessments conducted by outsourced quality analysts, maintaining high standards across all operational facets of retention efforts.
To succeed in the role, you will need to have:
Native or proficient level of Italian (C2).
Advanced level of English (at least C1) both verbal and written.
Computer literate.
Excellent listening and written/oral communication skills in supported languages.
Knowledge of and experience with measuring and improving customer satisfaction and loyalty.
Strong analytical skills.
Ability to build strong relationships with existing clients and accounts.
Motivated and enthusiastic personality.
Self-organized with planning and prioritization skills.
Dependable and reliable, able to perform duties with minimum supervision.
Positive interaction with peers and supervisors.
Patience, empathy, and the ability to manage stress.
Ability to work under pressure and adapt quickly to adverse situations.
Technical aptitude and the ability to learn new technology quickly.
Familiarity with ticketing systems.
Experience with policy work or help resource project management.
Ability to follow guidelines and instructions.
Ability to remain calm and clear-headed in critical situations.
Confidence in imparting information or dealing with troubled callers.
Must hold EU citizenship or a valid work permit for Portugal.
Be a local candidate or willing to relocate to Lisbon, Portugal.
Benefits:
Signing bonus.
Competitive wages.
Relocation package.
Paid professional training.
Employee discounts.
Private healthcare & dental insurance (after six months of employment).
Growth opportunities through various development programs.
Fun and engaging company-wide initiatives, including our EverBetter wellness program.
Job stability.
Life-long skills and experience.
Excellent work culture.
Go further with Foundever. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Apply today!
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