Italian Speaking Customer Support Specialist

About the role

Kats Recruitment is recruiting Italian-speaking Customer Support Specialists for an on-site position in Lisbon, Portugal, serving a global consumer brand. You will be the main point of contact for Italian-speaking customers, giving prompt help and resolving product and account questions through digital channels.

Key responsibilities

• Provide customer assistance in Italian by phone, email and live messaging
• Help customers with account settings, orders, billing and platform navigation
• Diagnose basic technical issues and guide users to lasting solutions
• Maintain CSAT levels and follow response and quality metrics
• Log interactions, feedback and resolutions in CRM databases
• Share recurring issues with team leads and work with escalation units on complex cases

Required profile

• Native or near-native Italian (C1/C2), written and spoken
• Good English (B2 or higher) for internal work, systems and training
• Previous customer support, contact centre, hospitality or retail experience is an asset; entry-level candidates are welcome
• Availability to work on-site in Lisbon on rotating Monday-to-Sunday schedules (2 rest days per week)

Required skills

• Digital literacy and comfort using several browser tabs, tools and databases at once
• Active listening, empathy and problem solving

What we offer

• Modern office campus in Lisbon, 40 hours per week, 8-hour shifts with 2 rest days per week
• Monthly base salary, performance bonuses, meal allowance on a prepaid card and holiday and Christmas allowances
• Private health insurance from day one and relocation support for eligible candidates
• Fully paid initial training and a multicultural team with career progression