Customer Support Representative (Italian)

Where: Luxemburg

Extent of Work: Full Time

Click here to apply in English

As a Customer Support Agent, you will be responsible for delivering high-quality technical & administrative support to Planet customers, mainly by phone and email.

What you will do:

  • Provide first line technical and administrative analysis and resolution to issues raised by our customers, and creating escalations to other departments when necessary
  • Maintain the incident tracking system through all the steps of the ticket life cycle, from the input of issue through to the resolution
  • Get to know the key customers in the regions you are mainly responsible for; maintaining good connections with them by proactive and clear communication
  • Through experience, independently assigning priorities to reported issues
  • Gain knowledge of the systems which the customers in your region use; doing your part in documenting this knowledge and Customer Support procedures in our knowledge management platform
  • Manage and safeguard the confidentiality, performance, and availability of our business applications

What you will bring to Planet:

  • Strong customer service/support attitude, ideally experience in a similar Customer Support Agent role
  • Fluent in English both verbal and written
  • Any of these European languages will be a strong advantage: German, French, Swedish, Italian, Spanish, Portuguese.
  • Strong skills in MS Office (especially MS Excel/Outlook)
  • Basic IT knowledge beyond Office suits is an advantage, but a desire to continuously learn and apply new knowledge is a requirement
  • Ideally, experience in the Card Payment industry

Your work environment:

  • The Customer Support Agent will work on rotating shifts (between 6.00-22.00). The department is open 365 days/year so the Customer Support Agent is sometimes expected to work on the weekends and public holidays based on a predefined monthly schedule
  • The work consists of answering incoming calls (average 10 calls/shift) and emails, and of reviewing database outputs and system logs
  • The Customer Support Agent will be assigned to work in one of our regional support teams based on their language skills
  • The Customer Support department is part of the Operations where internal career development is supported and encouraged
  • The internal language of the company is English. Customer communication can happen in a customer’s language so any other European language is an advantage

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