Italian Consumer Engagement Service Representative (freelance, remote!)

United Call Centers Kft

United Call Centers is a global leader in providing multilingual call center services using an at-home workforce. At United Call Centers we provide Omnichannel Front Office BPO services globally 25+ languages and we are currently looking for talented Italian speaking Consumer Engagement Service Representativesfor our International Team.

Our new teammates will participate in running a top-notch multilingual consumer service for one of our biggest Partners from the FMCG sector.

Job responsibilities:

  • Inbound tasks:

– Respond, classify, support and/or triage consumer complaints following Nestlé guidelines

– Register and follow up on consumer complaints

– Process orders, returns, refusals, credit notes, invoices

– Provide information about product, services, and brands

– Provide technical support, troubleshooting, website navigation to consumers

– Identify alerts and escalate, support during crisis

– Manage consumer data: bank account, data privacy, account removal, registration

– Register new members, update, recover password, account, and email, delete users

– Provide specific expert information and guidance to consumers when needed/applicable

  • Outbound tasks:

– Contact back consumers using any of the channels to resolve a case

– Conduct outbound surveys with consumers

  • Backoffice tasks:

– Create reports on consumer feedback and online conversations, classifications to be prepared and sent to consumer

– Publish social media content

– Crisis and issue management

– Ecommerce back-office support

– Data Entry

You are our top applicant and soon-to-be Colleague if:

  • Your mother tongue is Italian and you speak English on a professional level
  • You have at least 1 year of experience working in consumer engagement service/call center
  • Your written and spoken communication is flawless
  • You have great analytical and problem-solving skills and great attention to detail
  • You are proficient in using Microsoft Office Suite and Online applications, technology acumen
  • You have Social Media / Community Management expertise
  • You can work well in a team as well as by yourself
  • You can participate in all the required trainings
  • You can work 8 hours a day
  • You are looking for a stable, long-term job, with great developmental opportunities

Our offer:

  • Competitive remuneration package
  • Remote work
  • Flexible schedule
  • Welcoming and supportive environment
  • Great developmental opportunities within the company

Please note that this is a long-term, contract-based opportunity (2+ years).

Work Environment Requirements:

  • Quiet workplace (tasks are delivered from the comfort of your home)
  • USB Headset (separate microphone and loudspeakers are not good enough to manage calls)
  • Laptop with Windows operating system (Windows 8 or above), Memory – 2 GB RAM, and Processor (CPU) — 2 GHz
  • Browser: The latest three versions of Google Chrome or Mozilla Firefox
  • Broadband internet connection (mobile internet is not good enough to manage calls)

Upon application, please make sure you submit your resumé in English.

Application Question(s):

  • Please indicate your salary expectations (in EUR/hour).


  • Customer Service: 1 year (Required)


  • Italian and English (Required)

If you require alternative methods of application or screening, you must approach United Call Centers Kft directly to request this, as we're not responsible for the employer's application process.

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