Customer Service Executive – Italian Market

SmartBox Company

Customer Service Executive supporting Italian market in Lisbon for Smartbox's operations department. Delivering best in class service and managing B2B partnerships effectively.

Posted 6/14/2026full-timeCarcavelos • 🇵🇹 PortugalMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Support customers and pursue upsell opportunities during exchanges and the order process.
Effectively manage incoming contacts from customers and partners across all channels: phone, email, chat, and social media.
Deliver professional support to help customers and partners become more self-sufficient.
Record specific details of customer and partner contacts and ensure appropriate actions are taken for every case.
Research answers or solutions as needed within company policies and help identify areas for improvement.
Handle complaints effectively to achieve prompt customer satisfaction.
Ensure partners are informed about the latest Smartbox innovations to drive partner engagement and satisfaction.
Maintain strict schedule adherence to support colleagues and customers to the best of your ability.
Work with the management team to stay updated on product knowledge and any changes to company policies and processes.
Collaborate effectively with the team to meet and exceed KPIs for quality and quantity and to support brand development.

Requirements

What you’ll need

Strong verbal and written communication skills in English.
Fluent verbal and written communication skills in Italian.
Recent customer service experience (preferably in a contact center) or B2B support experience.
Strong organizational, time-management, and problem-solving skills.
Detail-oriented.
Customer-, partner-, and solution-oriented with a professional approach.
Enthusiastic, logical, proactive, curious, flexible, and positive attitude.
Ability to exercise independent judgment when required.
Ability to understand complex information and processes.
Ability to work in a fast-paced environment.
Ability to handle calls, emails, social media messages, or webchats while taking accurate notes.
Team player with the ability to build and maintain internal and external relationships.

Benefits

Comp & perks

Hybrid working model.
Fixed schedule.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer serviceB2B supportproblem-solvingtime-managementdetail-oriented

Soft Skills

verbal communicationwritten communicationorganizational skillsprofessional approachenthusiasticlogicalproactivecuriousflexibleteam player