Customer Support Specialist Italian + English

Customer Support Specialist Italian + English Location: Athens, Greece (remote within Greece) Working model: Remote (within Greece) Start date:22.08.2025 Schedule: Monday Sunday, 09:0023:00 (rotating shifts) Languages required: Native Italian; fluent English (C1+) Role overview We are looking for a motivated Customer Support Specialist fluent in Italian and English to join JTIs Customer Service team in Athens. You will be a primary contact for Italian speaking customers, delivering high-quality support via phone, email and chat, resolving inquiries efficiently and ensuring an excellent customer experience. Key responsibilities Handle inbound customer inquiries from Italian speaking customers across phone, email and chat channels. Provide clear, courteous, and solution oriented responses; escalate complex issues when needed. Accurately log and update customer interactions, case notes and outcomes in the CRM system. Collaborate with cross functional teams (logistics, billing, technical, legal where applicable) to ensure timely resolution. Meet individual and team KPIs (quality, response time, first contact resolution, CSAT). Participate in coaching, training sessions and continuous improvement initiatives. Compensation & benefits Monthly gross salary: 1,100 Monthly performance bonus: 110 (10%) Health care benefits and employee discounts Structured onboarding and ongoing training by certified instructors Free online Greek language courses Career development and internal mobility opportunities Participation in company events and community programs Modern, comfortable remote working setup and access to company wellbeing resources Employment within a Great Place to Work Certified company that values diversity and inclusion Requirements Native or near native proficiency in Italian. Fluent English (C1 or higher). Strong verbal and written communication skills; excellent customer empathy and problem-solving. Previous customer service or support experience is a plus (call center, CRM usage). Comfortable working rotating shifts within the published schedule. Right to work in Greece: EU citizenship, valid work permit (full purpose or specific purpose), or Certificate of Protection (refugee status). Hiring process Application screening Online language proficiency tests (Italian & English) Technical or role related assessments (if applicable) Interview(s) with hiring managers and/or team leads Offer and onboarding What makes this role rewarding You'll be part of an international, diverse team at JTI with strong training and growth pathways. If you enjoy helping customers, solving problems, and working in a fastpacked environment while using your Italian and English skills, this role is for you. To apply, submit your CV and a short cover letter highlighting your Italian language experience and customer service background.