Bilingual Italian/English Customer Service Agent

About Influx

Influx provides 24/7, on-demand customer service for a variety of brands and tech companies worldwide, even during holidays. Our global team of agents and managers work collaboratively across different time zones to deliver exceptional customer experiences.

We are actively seeking bilingual (English/Italian) professionals with a proven background in customer service and fluency in both English and Italian to join our growing team!

What You’ll Do (Key Responsibilities):

• Handle a high volume of inbound and outbound phone calls, emails, and chat interactions from customers with queries, concerns, or issues requiring resolution.
• Deliver a consistently exceptional customer experience, while meeting and exceeding strict performance KPIs (e.g., call-handling time, email/chat response rates, CSAT, and QA quotas).
• Work closely with other departments to escalate and resolve complex customer issues effectively.
• Communicate with a positive, solution-oriented attitude, fostering strong relationships with customers, team members, and managers.
• Assess and identify customers’ needs to promptly provide solutions and ensure satisfaction.
• Build and maintain trust with customers, clients, and key stakeholders through open, professional, and effective communication.
• Take full ownership of customer complaints and issues, ensuring satisfactory resolution before escalating when necessary.
• Uphold a high-performance workplace culture by collaborating with peers and contributing to a supportive, team-oriented environment.

What We’re Looking For (Minimum Requirements):

• 1+ year(s) of proven experience in customer service/support, ideally in a call center or BPO environment.
• Fluent in English and Italian (clear spoken and written communication, with minimal native accent).
• Exceptional problem-solving and negotiation skills, especially when managing difficult customer interactions.
• Willingness to work Italian time zone hours (9:00 AM - 5:00 PM ITA, Monday to Friday).
• Demonstrates empathy and strong soft skills essential for effective customer support.
• Ability to multitask, stay calm, and perform under pressure in a fast-paced environment.
• Proven track record of achieving KPIs, including CSAT scores and overall QA performance.
• Thrives on taking ownership of situations, ensuring follow-through on commitments to the customer.

Why Join Us?

• Collaborate with a global team and work with leading brands in the industry.
• Be part of a fast-growing company committed to professional growth and career development.
• Enjoy a dynamic, inclusive, and supportive work environment where team culture is a top priority.

Important Notes:

• Influx will never ask for payment at any stage of the recruitment process.
• Successful candidates will only be contacted via official Influx email addresses ending in @influx.com.

If you're passionate about providing exceptional customer service and meet the above requirements, we’d love to hear from you!