Job Description

We are looking for an experienced Italian Language Customer Service Analyst with strong proficiency in Italian and English to provide customer support and manage customer queries effectively. The ideal candidate should have excellent communication skills, problem-solving abilities, and a customer-centric approach. Knowledge of Order to Cash (OTC) processes will be an added advantage.

Required Skills & Qualifications

Language: Italian (P4)

1. Experience: 3–5 Years
3. Qualification: Any Graduate
4. Location: Gurugram
5. Shift: Rotational

Key Responsibilities

• Handle customer queries and provide assistance in Italian and English through the required communication channels.

• Understand, analyze, and resolve customer inquiries, complaints, and service-related issues in a timely and professional manner.

• Communicate effectively with customers to understand their requirements and provide accurate information and solutions.

• Translate, interpret, and process customer communications in Italian, wherever required.

• Maintain accurate records of customer interactions, transactions, and resolutions in the relevant systems.

• Support customers with order-related inquiries, order status, billing, delivery, and other service requests.

• Apply knowledge of Order to Cash (OTC) processes to support order management and customer service activities, where applicable.

• Identify issues, perform root-level analysis for routine problems, and escalate complex cases to the appropriate teams.

• Coordinate with internal stakeholders and team members to ensure timely resolution of customer concerns.

• Follow established standard operating procedures, quality guidelines, and service-level agreements (SLAs).