As a Bilingual Italian & English Teammate, you will be on the front lines of customer experience, providing first-line support, troubleshooting, and ticket resolution. The role often involves a blended scope that includes both Customer Service (CS1 profile) and Content Moderation tasks, supporting key client accounts. You will be expected to resolve high-volume, low-to-medium complexity issues, focusing on customer satisfaction.

Key Responsibilities

Provide first-line support, troubleshooting, and ticket resolution.
Handle customer correspondence across multiple channels including Voice, Chat, and Email.
Manage Content Moderation tasks for specific accounts.
Utilize primary tools such as Zendesk and remote support applications.

Required Qualifications & Skills

Language Proficiency:
- Italian: B2+ proficiency (fluent written and spoken Italian is required).
- English: B1+ proficiency (must be able to handle English contacts and complete training, which is provided in English).
Experience: A minimum of six months of Customer Service Representative (CSR) experience.
Technical: Tech experience (basic troubleshooting) is a plus, but not required. Basic database/SQL familiarity is preferred for L1 support roles.
Soft Skills: Must possess strong communication, customer service, and problem-solving skills.
Education: Graduates, gap-year students, drop-outs, and undergraduate students without educational commitments are eligible to apply.

Compensation and Work Details (Based on recent Egyptian market data)

KPIs: Variable KPIs may be guaranteed for the first three months based on Adherence and Attendance only.
Work Schedule: Rotational shifts (Morning/Night/Overnight) with 5 working days and 2 days off.
Work Setup: Onsite (In-center).
Transportation: Provided.

Italian/English Customer Support

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