Customer Experience Associate Italian

Skills

About the Role

You will provide digital-first customer support across product, market, and platform queries. You will resolve customer issues, escalate complex cases when needed, maintain productivity and quality standards, improve processes, and contribute to training materials and process documentation.

Requirements

• English and Italian fluency, written and verbal
• Customer service experience
• Ability to handle complex and sensitive customer issues
• Communication skills across digital and phone channels
• Numerical aptitude
• Attention to detail
• Problem-solving skills
• Knowledge of financial products and trading concepts
• Digital proficiency across multiple platforms and systems
• Interest in financial markets and trading
• Experience with financial products, derivatives, or trading platforms
• Experience in a fast-paced, target-driven environment

Responsibilities

• Deliver digital-first support through Intercom
• Achieve productivity, quality, and customer satisfaction targets
• Collaborate with local and global operations colleagues to resolve customer queries
• Escalate issues to senior team members when appropriate
• Resolve customer interactions on the first contact where possible
• Take ownership of customer interactions and queries
• Advocate for customer experience and process improvements
• Contribute to training materials and process documentation

Benefits

• Hybrid working
• Home office equipment reimbursement
• Performance-related annual bonus
• Private medical cover for you and your family or partner
• Multikafeteria system
• Life insurance
• Employee Assistance Programme
• Well-being events
• Summer picnic, New Year party, and other social events
• 3 additional days off per year, including a birthday day and volunteering days