Italian Speaking Customer Service Agent - Work In Sofia, Bulgaria

Italian Speaking Customer Service Agent

About Mercier Consultancy Group

Mercier Consultancy Group is a premier European recruitment and business process outsourcing firm with a distinguished track record of connecting exceptional multilingual talent with outstanding career opportunities across the continent. We specialise in placing skilled professionals within the customer support services sector, partnering with globally recognised organisations to deliver unparalleled staffing solutions. At Mercier Consultancy Group, we are committed to elevating careers and empowering businesses — one perfect placement at a time.

Job Overview

Mercier Consultancy Group is currently seeking a motivated and customer-focused Italian Speaking Customer Service Agent to join a thriving customer support services team based on-site in Sofia, Bulgaria. This is a fantastic opportunity for Italian-speaking professionals to build a rewarding international career within a dynamic, fast-paced customer support environment. If you are passionate about delivering exceptional service experiences and are ready to embrace an exciting new chapter abroad, this Italian Speaking Customer Service Agent position in Bulgaria could be exactly what you have been looking for.

Key Responsibilities

Deliver high-quality customer support to Italian-speaking clients via phone, email, and live chat channels in a professional and timely manner.

Identify, investigate, and resolve customer inquiries, complaints, and service issues with empathy, efficiency, and accuracy.

Accurately log and update all customer interactions, case notes, and resolutions within the company's CRM system in accordance with established procedures.

Collaborate closely with internal teams and escalate complex or unresolved issues to the appropriate departments to ensure swift and satisfactory outcomes.

Maintain an up-to-date and thorough understanding of client products, services, policies, and procedures to provide informed and reliable assistance.

Consistently meet and exceed individual and team performance targets, including response times, customer satisfaction scores, and quality benchmarks within the customer support services environment.

Contribute positively to team morale and a collaborative workplace culture, actively participating in briefings, coaching sessions, and continuous improvement initiatives.

Adhere to all data protection regulations, confidentiality guidelines, and company compliance standards at all times.