Italian/English Customer Service - Remote

We are seeking experienced, customer-focused Multichannel Support Agents to handle Phone, Email, and Live Chat interactions for a seasonal consumer brand operating in and Europe. Agents will act as front-line brand representatives, delivering high-quality, timely, and professional support across multiple languages and regions.

Core Responsibilities

• Handle inbound phone, email, and chat customer inquiries in line with defined SLAs.
• Provide accurate, clear, and empathetic responses across all channels.
• Manage multiple conversations simultaneously (especially chat and email) while maintaining quality.
• Resolve customer issues independently where possible and escalate complex cases appropriately.
• Accurately document interactions in CRM/ticketing systems.
• Adapt quickly to seasonal fluctuations in contact volume, particularly during peak periods.
• Maintain professionalism and consistency when representing the brand across different markets.

Required Skills & Experience

• 2+ years experience in a multichannel customer support role (phone, email, chat).
• Prior experience supporting consumer-facing or e-commerce brands is strongly preferred.
• Comfortable working in environments with variable and seasonal volumes.

Native or near-native proficiency in Italian (MUST), and English.

Communication & Soft Skills

• Excellent verbal and written communication skills.
• Strong active listening and empathy.
• Ability to explain processes and solutions clearly and confidently.
• Culturally aware and comfortable supporting customers across different regions.
• Calm, professional, and solution-oriented under pressure.

Technical & System Skills

• Experience using CRM, ticketing, and telephony systems.
• Strong computer literacy and ability to learn new tools quickly.
• Accurate documentation and attention to detail.

Schedule & Availability

• Europe: Monday–Friday, 10:00–17:00 CET
• European operations closed on Italian public holidays.
• Reliable availability during peak seasonal periods is essential.

Ideal Candidate Traits

• Highly organized and self-disciplined.
• Comfortable managing workload independently.
• Flexible and adaptable to changing volumes and priorities.
• Strong sense of ownership and accountability.
• Professional, dependable, and brand-focused.

Nice-to-Have

• Experience supporting seasonal or travel-related brands.
• Multilingual capability beyond the primary assigned language.
• Prior experience working with international customers