Italian-speaking Customer Service Representative

About the role

We are looking for an Italian‑speaking Customer Service Representative to join a leading outsourcing/BPO consultancy in Porto. You will be the first point of contact for business travelers, handling inquiries across phone, email and chat while delivering a seamless experience.

Key responsibilities

• Respond to customer inquiries via phone, email and chat channels.
• Assist customers with booking, modifying and cancelling business travel arrangements.
• Resolve issues and complaints efficiently, escalating complex cases when required.
• Provide accurate information on travel services, destinations, booking policies and platform functionality.
• Maintain and update customer records in CRM systems.
• Collaborate with internal teams to ensure a smooth customer journey.
• Collect feedback and report insights to support service improvements.
• Meet quality and productivity targets while ensuring high customer satisfaction.

Required profile

• Native or fluent Italian (C2) and fluent English (minimum B2).
• At least 2 years of customer service experience, preferably in the travel industry.
• Excellent verbal and written communication skills.
• Strong problem‑solving abilities and ability to work in a fast‑paced, customer‑focused environment.
• Adaptable and flexible to changing business needs.
• Good computer literacy and experience with CRM systems.

Required skills

• CRM systems
• Travel booking platforms
• Travel management systems

What we offer

• Opportunity to work with a leading global travel & tourism brand.
• Professional growth within the BPO industry.
• Collaborative and supportive work environment.
• Access to exclusive travel perks and discounts.
• Potential contract extension to a permanent position.