Italian Consumer Engagement Service Representative (freelance, remote!)

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).

Experience:

• Customer Service: 1 year (Required)

Language:

• Italian and English (Required)