Customer Experience Specialist - Italian (SDQ)

Position Summary:

We are seeking an enthusiastic and dedicated Customer Experience Specialist proficient in Italian to join our dynamic team. In this role, you will provide high-quality customer service to our global client base, assisting with inquiries and resolving issues across multiple channels such as chat, email, and phone.

Responsibilities:

• Customer Support: Provide exceptional customer service in Italian and English, assisting with orders, account setup, and general inquiries.
• Issue Resolution: Liaise between customers and partners to resolve order fulfillment, product, pricing, and quality issues.
• Communication: Interface with external shipping partners regarding tracking and customs clearance.
• Policy Adjudication: Evaluate and resolve customer disputes in accordance with company policies, including commissions, missing or damaged items, and reviews.
• Escalation Management: Identify and escalate issues beyond your scope to the appropriate department.
• Knowledge Utilization: Utilize internal tools and resources to provide accurate and timely information.
• Performance Standards: Achieve at least 92% customer satisfaction, with higher targets for live channels.
• Compliance: Adhere strictly to established policies and procedures.

Required Skills/Abilities:

• Language Proficiency: Fluent or proficient in Italian, with proficiency in English.
• Communication Skills: Excellent verbal and written communication abilities across multiple channels.
• Technical Skills: Comfortable using CRM systems and other customer service software.
• Problem-Solving Abilities: Strong analytical skills with the ability to handle complex issues.
• Adaptability: Ability to work flexible hours to accommodate customers' local business hours.
• Team Player: Collaborative mindset with the ability to work effectively in a team-oriented environment.

Education and Experience:

• Customer Service Experience: Previous experience in a customer-facing role is preferred.
• Education: High school diploma or equivalent.

Benefits:

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Quarterly performance bonuses
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like Barna
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.