Bilingual Customer Service Representative

About the role

We are seeking a bilingual (English/Spanish) Customer Service Representative to join our Milan call centre. In this position you will be the first point of contact for customers, handling inbound inquiries, providing information, and resolving issues to ensure a high level of satisfaction.

Key responsibilities

• Receive inbound calls related to orders, product information, billing, account maintenance, and technical support.
• Listen actively, identify root causes, and resolve problems efficiently using available tools and knowledge bases.
• Build rapport with customers by demonstrating empathy, patience, and professionalism.
• Maintain up‑to‑date knowledge of the company’s products, services, pricing, and promotions.
• Assist customers with order placement, returns, exchanges, shipment tracking, and account updates.
• Accurately record all interactions and resolutions in the appropriate systems.
• Collaborate with sales, marketing, and technical teams to address escalated or specialized inquiries.
• Proactively suggest improvements to processes, workflows, and training programs.

Required profile

• High school diploma or equivalent.
• Basic experience in customer service and phone handling.
• Fluent written and spoken English and Spanish.
• Strong communication, problem‑solving, and customer‑focused mindset.
• Ability to work a set schedule with flexibility for extra or modified hours.

Required skills