Customer Service Agents (m/f) / Italian Client Advisor Italian

Start: June, July, August

We are partnering with a leading international customer experience provider to recruit an Italian Client Advisor for a dynamic Lisbon-based team. In this role, you will deliver high-quality client support and personalised service to Italian-speaking customers, handling enquiries, account assistance and issue resolution while promoting relevant products and creating excellent customer experiences.

• Provide exceptional customer service in Italian for inbound and outbound enquiries via phone, email and chat.

• Assist customers with account queries, product information, service activations, modifications and cancellations.

• Advise customers on product features, eligibility and requirements to ensure appropriate solutions are provided.

• Identify opportunities to upsell or cross-sell relevant services and add-ons while prioritising customer needs.

• Manage CRM and internal systems accurately to record interactions, follow-ups and case notes.

• Resolve complaints and service issues with empathy, ownership and timely escalation when necessary.

• Collaborate with internal teams and external partners to ensure smooth service delivery and problem resolution.

• Meet individual and team KPIs for quality, efficiency and customer satisfaction.

• Contribute to continuous improvement by sharing customer feedback and proposing process enhancements.

• Native or C2 level Italian (spoken and written).

• English at B2 level or higher.

• At least 1–2 years’ experience in customer service, client support or a related role is preferred.

• Strong communication and interpersonal skills with a customer-first mindset.

• Ability to work accurately under pressure and manage multiple enquiries simultaneously.

• Familiarity with CRM systems and standard office software is an advantage.

• Problem-solving skills and the ability to handle escalations calmly and professionally.

• Organised, detail-oriented and comfortable working in a fast-paced, metrics-driven environment.

• Eligible to work in Portugal and able to commute to the Lisbon office as required.

• Full-time position with fixed weekday working hours.

• Hybrid work model following training and probation (partial work from home based on performance).

• Competitive salary with performance-based bonus opportunities.

• Welcome bonus during the first year.

• Private health and life insurance from day one (including dental and vision where applicable).

• Daily meal allowance via prepaid card and transport allowance where applicable.

• Access to corporate wellbeing initiatives and local benefits.

• Relocation support package available for international candidates.

• Stable international project with clear progression and internal mobility opportunities in a modern Lisbon office.