Customer Support Agent (Spanish/Italian Speaking)

About the role

A leading social media platform dedicated to connecting people and building communities worldwide is looking for a customer support agent to help its Spanish- and Italian-speaking users. The position is advertised by Cross Border Talents in Athens and is offered full-time.

Key responsibilities

• Respond promptly and professionally to customer inquiries via social media, email and live chat in Spanish or Italian.
• Resolve complaints and issues efficiently, offering solutions and alternatives within the agreed time limits.
• Follow up until the issue is resolved and keep accurate records of interactions and actions taken.
• Identify and assess customers' needs to achieve satisfaction.
• Collaborate with colleagues and departments to solve complex issues and improve the customer experience.
• Give feedback on the customer service process and suggest improvements.
• Stay up to date with platform updates and new features so customers receive accurate information.

Required profile

• Fluency in Spanish or Italian, written and spoken, is mandatory.
• Excellent communication skills and a strong customer focus.
• Proven experience in customer support or a related field is preferred.
• Ability to multi-task, prioritise and manage time, with patience and empathy in difficult situations.
• Availability for flexible hours, including weekends and holidays if required.

Required skills

• Familiarity with social media platforms and their functions.
• Basic technical skills and the ability to learn new software quickly.
• Preferred: experience with customer service software (e.g. Zendesk, Freshdesk) and CRM systems, knowledge of other languages, and remote work experience.

What we offer

• Competitive salary and performance-based incentives.
• Career growth opportunities and comprehensive training and onboarding.
• Flexible working hours and access to employee wellness programmes.