Customer Support Representative - Italian - Lisbon

Position: Customer Support Representative

Location: Lisbon, Portugal

Work model: on\-site

Employment type: Full\-time (6 month contract) with possibility of extension / permanent contract

DUTIES AND RESPONSIBILITIES:

• Take an active role from day one in identifying opportunities to enhance service quality and elevate the overall user experience.


• Manage and resolve end\-to\-end product troubleshooting and customer support cases across email and chat channels.


• Own each query and collaborate closely with internal Product Operations and Engineering teams to resolve generic, technical, and product\-related issues.


• Maintain strong Customer Satisfaction levels by ensuring high\-quality case handling and delivering timely updates throughout the resolution journey.


• Meet service level commitments across channels while driving Best in Class productivity and improving resolution times.


• Partner with internal technical experts to educate advertisers on product features, best practices, and common issue types.

• Native/fluent in Italian both verbal and written (C2 level). Fluent in English (minimum B2 level)


• Experience in paid campaign management is mandatory.


• Degree in Marketing or a related field.


• Background in Digital Marketing.


• Experience in a Contact Centre or service environment within the Ad Tech industry.


• Strong familiarity with social media platforms and a basic understanding of digital advertising.


• Excellent customer service skills.


• Ability to work effectively both independently and as part of a team


• Ability to work shifts (24/7 shift rotation).

• Modern office in a city center with open spaces, easy to access with public transportation


• Comprehensive initial training and and guidance to make sure you're well prepared and comfortable at a new workplace


• Support from colleagues with coaching and mentoring opportunities


• Health and Wellbeing initiatives


• Monthly meal allowance


• And much more!!!

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