Italian Compliance Agent for an online travel agency - Lisbon, Portugal

Req ID#: 385037

Lisboa, Portugal, PT

Job Description:

Come and work with us.

Are you Italian native or fluent with strong English communication skills?

Looking to make your career in a multicultural environment in the sunny and happy Lisbon ?

So we have the perfect opportunity for you!

Your future project: join our Italian Customer Support team.

Our client is one of the largest online travel agencies worldwide, with more than 20M customers.

As a Compliance Agent in this project, your daily responsibilities will include:

• Audits of Renewal Interactions: Conduct thorough assessments of interactions between renewal agents and customers. This will involve reviewing communication, adherence to protocols, and effectiveness in retaining customers.

• Data Analysis and Insight Generation: Dive deep into performance metrics and customer feedback. Analyze trends, identify patterns, and extract actionable insights that could drive improvements in our retention strategies.

• Feedback Provision: Act as a bridge between our company and outsourcing centers. Provide structured, constructive feedback based on audit findings to both internal teams and external partners. The goal is to foster continuous improvement in service quality and customer retention.

• Quality Assurance Oversight: Completion of “Audit the Auditor” to ensure the consistency and reliability of quality assessments conducted by outsourced quality analysts. This will help maintain high standards across all operational facets of our retention efforts.

To succeed in the role, you will need to have:

• Native or proficient level of Italian (C2)

• Advanced level of English (at least C1) both verbal and written

• Computer literate

• Excellent listening and written/oral communication skills in supported languages

• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies

• Analytical skills

• Good at building strong relationships with existing clients and accounts

• A motivated and enthusiastic personality

• Self-organized, planning and prioritization skills

• Dependable, reliable and able to perform duties with minimum supervision

• Ability to interact positively with peers and supervisors

• Patience, empathy, and a unique ability to manage stress

• Ability to work under pressure and adapt quickly to adverse situations

• Technical aptitude and the ability to pick up new technology quickly

• Familiarity with ticketing systems

• Experience with policy work, or help resource project management

• Able to follow guidelines and instructions

• Ability to keep calm and clear-headed in critical situations

• Ability to think outside the box

• Ability to demonstrate confidence when imparting information or dealing with troubled callers

• Must hold EU citizenship or a valid work permit for Portugal

• Be a local candidate or willing to relocate to Lisbon, Portugal

Benefits.

• Signing bonus

• Competitive wages

• Relocation package

• Paid professional training

• Employee discounts

• Private healthcare & dental insurance (after six months of employment)

• Growth opportunities through various development programs

• Fun and engaging company-wide initiatives, including our EverBetter wellness program

• Job stability

• Life-long skills and experience

• Excellent work culture

Go further with Foundever™

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. 

Apply today!

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