Bilingual Italian & English Customer Support Agent

About the Role

We are seeking experienced, customer-focused Multichannel Support Agents to handle Voice, Email, and Live Chat interactions for a seasonal consumer brand operating in Europe.

In this role, you will be the front-line brand representatives, delivering high-quality, timely, and professional support to the customers.

What You'll Do

• Handle customer inquiries via phone, email, and chat in accordance 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.

What We’re Looking For

Language Requirements

• Native or near-native proficiency in (MUST) Italian and English. Both spoken and written.

Customer Support Experience

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

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. Prior experience using Zendesk would be a strong advantage.
• Strong computer literacy and ability to learn new tools quickly.
• Accurate documentation and attention to detail.

What Makes You a Great Fit

• Prior experience working with international customer
• 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.

Schedule & Availability

• Europe: Monday–Friday, 10:00–17:00 CET
• Reliable availability during peak seasonal periods is essential.

What We Offer

• 100% remote work
• Collaborative and supportive global environment
• Exposure to international clients
• Opportunities for growth and development

Ideal Work Setup

• System: Windows 10 or above (32-bit) or MacBook (no Chromebook, Linux, or desktop)
• RAM: Minimum 8GB
• Processor: Intel Core i5 or higher
• Internet: 40–50 Mbps (download), 30 Mbps (upload)
• Equipment: Wired headset
• Environment: Quiet, distraction-free workspace

IMPORTANT NOTES!

Influx never asks candidates to make any payment throughout the entire recruitment process.Successful candidates will be contacted only through email ending with @influx.com.