General Information

Location
Porto
Job ID
7659
Job Category
Operations
Language Requirement
English, Italian

Description & requirements

Description
We’re CX fanatics, as passionate about our clients as their fans are. It’s why the most-loved brands in the world rely on us. You'll find us behind the brilliance of category-redefining fintechs, technology legends, and more. Now, we are looking for an Italian-speaking Customer Service Representative for international airlines. And we want you to join us!

Living abroad and considering relocating? This position based in Porto, Portugal is your chance! Porto offers a fantastic blend of history, culture, and a relaxed lifestyle, with all the amenities you'd want. Think stunning riverfronts, amazing food, and a thriving tech scene – all with big-city perks and significantly lower living costs. In fact, Porto is estimated to be around 19% cheaper than Rome! It's the perfect spot to balance career growth with personal well-being. Even better? We offer comprehensive support to ease your relocation and make your move as smooth as possible.

Join us as a Team Leader!
As a Team Leader, you will be largely responsible and driving the many aspects of the business while working either in the capacity of a Manager, a Leader or a Coach. On a daily basis you are involved in impacting the positive coaching and development of your team, and driving the business operational needs.
Be the crucial key to our team's success. As a team leader your mission will be:
  • Lead, support and motivate your team of customer service agents to meet performance targets and deliver top-notch service;
  • Monitor and evaluate team performance, providing coaching and feedback to enhance individual and team growth;
  • Handle escalated customer inquiries, ensuring swift resolution and maintaining high standards of service;
  • Collaborate with other departments to improve processes, streamline workflows and enhance the overall customer experience;
  • Manage team schedules and ensure adequate coverage to meet customer demand;
  • Analyze performance data and create reports to drive continuous improvement;
  • Promote a positive team culture through regular communication, team-building activities and recognition.

What’s in it for you?
  • International and inclusive environment, that makes you feel supported, encouraged, and welcome from day one;
  • Continuous development through our internal learning platforms and external training;
  • Modern and comfortable office and relaxing spaces to take a break; 
  • Permanent full-time contract with attractive salary and bonus system;
  • Paid training that will introduce you to the specifics of the job;
  • Endless growth opportunities: 50% of our seniors started their careers as customer service specialists. Any offer that can be filled internally will first be shared through our internal channels;
  • Employee Referral Program: Receive an additional bonus for every successful referral;
  • Additional benefits such as discounts at various retail store chains.
We understand that relocating for a new job can be a big step. To help with the transition, we offer a relocation package that includes:
  • Reimbursement of transportation costs to Porto;
  • Refund of 1 month's public transport fee (if applicable);
  • Accommodation for the first 30 days;
  • Relocation orientation to help you settle in and become familiar with your new city;
  • Assistance with legal processes (if applicable).

What are we looking for:
  • Native or fluent in Italian (C1 or plus);
  • Advanced spoken and written English skills (C1 or plus);
  • Strong communication and interpersonal skills;
  • Excellent problem solving skills and attention to detail;
  • Ability to manage and motivate a team;
  • Proven experience in a customer service in the pharmaceutical industry;
  • Proven experience in a leadership role within a customer service environment is a plus.

What is life like at Transcom?
Transcom is a global customer experience specialist, offering consulting, customer service, sales, technical support, and collections via our vast network of contact centers and remote agents. We have 30,000+ customer experience specialists in 29 countries with 90+ locations, providing services in 33 languages to international brands in various industries. Transcom is an equal opportunity employer, committed to providing fair and inclusive opportunities for all, regardless of gender.

At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.