ATM Group is expanding our customer operations, and we're looking for fluent Italian-speaking Customer Service Advisors based in South Africa to join our growing team on a remote, seasonal contract, supporting an internationally recognized brand.
This is an exciting opportunity for individuals who are passionate about delivering exceptional customer experiences and enjoy helping customers, solving problems, and providing professional support in a fast-paced e-commerce environment.
As an Italian Customer Service Advisor, you'll play an important role in supporting our Italian-speaking customers, resolving their enquiries, and ensuring they receive an efficient, accurate, and positive customer experience — all while working remotely.
What You'll Be Doing
You'll support customers across email and chat, assisting with a variety of enquiries relating to orders, deliveries, returns, refunds, products, and general customer service.
Your role will be to understand each customer's query, provide accurate information, take ownership of the interaction, and work towards an appropriate resolution.
Your responsibilities will include:
- Supporting customers professionally in Italian and English.
- Handling customer enquiries across email and chat channels.
- Assisting customers with order tracking and delivery enquiries.
- Supporting customers with returns and refund-related queries.
- Responding to general product and service enquiries.
- Identifying customer needs and providing clear, accurate, and appropriate solutions.
- Taking ownership of customer queries and following them through to resolution.
- Managing challenging customer interactions professionally and with empathy.
- Escalating complex or unresolved queries through the appropriate channels.
- Accurately recording customer interactions and updating tickets across relevant systems.
- Navigating multiple systems while maintaining accuracy and attention to detail.
- Following company processes, SLA requirements, compliance standards, and quality guidelines.
- Delivering a consistently high standard of customer service.
- Working closely with your Team Leader and colleagues to continuously improve the customer experience.
- Contributing to a positive, supportive, and high-performing remote team culture.
What We're Looking For
We're looking for individuals who are fluent in Italian and English, confident communicators, customer-focused, adaptable, and comfortable working remotely in a fast-paced international customer service environment.
You'll enjoy solving problems, communicating with customers, taking ownership of queries, and delivering an excellent customer experience across digital channels.
As this is a remote seasonal opportunity, you'll need to be comfortable committing to the required contract period and have a suitable environment from which to work.
Essential Requirements
- Fluent in Italian and English, both spoken and written.
- Previous customer service experience within a BPO/contact centre or retail environment preferred.
- Strong written and verbal communication skills.
- Strong customer service skills and a genuine customer-first approach.
- Good problem-solving and decision-making abilities.
- Ability to understand customer queries and provide clear and accurate solutions.
- Confident IT skills with the ability to navigate multiple systems.
- Strong multitasking skills and attention to detail.
- Ability to remain calm and professional when handling challenging customer interactions.
- Professional, reliable, adaptable, and customer-focused.
- Ability to work effectively in a fast-paced customer service environment.
- Flexibility to work the required rotational shifts.
- Comfortable working on a seasonal contract.
- Comfortable working in a fully remote environment.
- Access to a suitable, professional workspace from which to work.
Advantageous
- Previous e-commerce customer service experience.
- Experience within an international BPO or contact centre environment.
- Previous experience supporting customers through email and chat.
- Previous remote working experience.
- Experience handling order, delivery, returns, or refund enquiries.
- Experience using customer service ticketing or CRM systems.
- Experience working towards SLA, quality, productivity, or customer satisfaction targets.
What Makes You Successful
You'll be someone who:
- Is passionate about delivering an exceptional customer experience.
- Communicates confidently and professionally in both Italian and English.
- Writes clearly and professionally when supporting customers through email and chat.
- Listens carefully and takes the time to understand the customer's query.
- Takes ownership and follows customer enquiries through to resolution.
- Remains calm and professional when dealing with challenging customer situations.
- Enjoys solving problems and finding appropriate solutions.
- Pays close attention to detail when updating customer information and tickets.
- Is comfortable navigating multiple systems and managing several tasks.
- Can work independently and remain productive in a remote working environment.
- Understands the importance of accuracy, quality, and meeting service standards.
- Is reliable and committed to the full duration of the seasonal contract.
- Thrives in a fast-paced, international customer service environment.
- Works collaboratively and contributes positively to team performance.
What We Offer
- Remote working opportunity.
- Seasonal contract.
- Competitive remuneration.
- Exposure to an international customer service environment.
- Training and support to help you succeed.
- A supportive, dynamic, and multicultural team environment.
- Valuable experience supporting customers within a global e-commerce operation.
If you're fluent in Italian and English, passionate about customer service, and looking for a remote opportunity within South Africa, we'd love to hear from you.