Customer Support Representative (Italian)

David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit a Italian speaking Customer Support Representative for their office in Lisbon. Position: Customer Support Representative Location: Lisbon, Portugal Work model: on-site Employment type: Full-time (6 month 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. REQUIREMENTS: 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). BENEFITS: 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!!!