Customer Operations Representative with Italian

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Employer: Key Talents
  • Customer Support - Client Service
  • Internet - eCommerce
  • IT Software
  • Job type: full-time
    Job level: Student/Graduate
  • Updated at: 25.02.2024
    Remote work: Hybrid
    Short company description

    We build strong relationships based on highest level of integrity, quality and quality.
    Key Talents provides a various rage of services to companies and individuals focusing on recruitment, training, career advisory, QA audit, IT consultancy services, QA training delivered for individuals or client’s internal teams.


    We are looking for service-oriented individuals to provide best-in-class service in response to our customers’ inbound contacts via multiple channels, such as: phone, chat, and e-mail.

    You will be working with a top-notch and highly skilled team, you’ll be at the forefront of creating amazing customer experiences in a well-established and leading organization within the online gaming industry.

    Working 5 days a week, in shifts, from Monday to Sunday, between 09:00 AM and 01:00 AM.

    B2+ fluency in Italian, both verbal and written.
    B2 fluency in English, both verbal and written.
    Service mindset, good negotiation skills, empathy, and customer focus.
    Confident written and verbal communicator.
    Reasoning skills, analytical abilities, and ability to take decisions.
    Strong team player, confident and flexible when required.
    Excellent multi-tasking skills, and ability to work under pressure.
    Computer literacy.
    Willingness and ability to work out of regular business hours – afternoons/nights and weekends.


    Handling all customers’ queries received via multiple channels, such as: chat, phone and email, as well as dealing with KYC tasks, using multiple back-office tools and programs.
    Maintaining the highest standard of quality and quantity of responses on all Customer related topics (ie. general account queries, gameplay, documents, payment and withdrawal queries, Responsible Gaming and Regulatory Compliance as applicable).
    Working according to established standards as part of the Team alongside the Team Leader & Supervisors.
    Escalating sensitive cases according to set procedures to relevant departments.
    Performing additional tasks as required by the Team Leader, Supervisors, Customer Relations Managers, Operations Managers, or Head of the Department.
    More experienced agents may be asked to assist with mentoring new team members.
    Full training on all aspects of the job (knowledge, soft skills) will be provided.

    Other info

    Working 5 days a week, in shifts, by rotation, from Monday to Sunday, between 09:00 AM and 01:00 AM.


    Competitive salary above industry standards.
    Performance bonuses.
    Meal vouchers.
    Night supplement (25% for night hours).
    Weekend supplement (10% for weekend hours).
    Private medical subscription.
    Referral bonuses.
    Possibility of professional development and internal moves within the Company.


    • Performance bonus
    • Special events bonus (ex: Easter, Christmas)
    • Medical subscription
    • Trainings
    • Transport cost reimbursement
    • Payment / Compensation for extra hours
    • Parties / company events
    • Laptop
    • Mobile phone
    • Fun / Relax Area
    • Meal vouchers