Customer Experience Associate Italian

Skills

About the Role

You will provide digital-first customer support through Intercom and resolve queries about products, markets, and platforms. You will take ownership of interactions, aim for first-time resolution, escalate complex issues when needed, and maintain productivity and quality standards. You will learn financial products and trading concepts, help improve processes, and contribute to training materials and documentation.

Requirements

• Fluency in English and Italian
• Customer service skills
• Numerical aptitude
• Attention to detail
• Problem-solving skills
• Digital and phone communication skills
• Ability to handle complex and sensitive customer issues
• Knowledge of financial markets and trading

Responsibilities

• Provide digital-first customer support through Intercom
• Deliver positive outcomes in customer interactions
• Navigate digital platforms and systems
• Resolve customer queries and pursue first-time resolution
• Escalate issues to senior team members when appropriate
• Maintain productivity, quality, and customer satisfaction targets
• Collaborate with local and global operations colleagues
• Learn and apply financial products and trading concepts
• De-escalate difficult situations professionally
• Advocate for customer experience improvements
• Contribute to training materials and process documentation

Benefits

• Life insurance
• Benefits platform
• Medical insurance
• Birthday day off
• Two annual volunteering days
• Employee share plans
• Free office lunch once per week
• Employee assistance program
• Hybrid working model