Consumer Services Agent with Italian

Expert role in a new Customer Service GBS setting standards across EU & UK. Deliver support and create a seamless experience for consumers across Europe.

About Our Client

The employer is a globally recognised consumer-oriented business behind some of the most engaging experiences enjoyed by customers of all ages around the world. The organisation is building a new Global Business Services (GBS) hub in Wrocław, designed to become a strategic backbone for global operations.

Job Description

• Provide high-quality, accurate, and consistent support to B2C consumers across multiple European markets via digital channels (email, chat, CRM systems).
• Handle a wide range of consumer inquiries, ensuring timely resolution while maintaining excellent customer experience standards.
• Act as a Subject Matter Expert, efficiently resolving issues and supporting customers with product and brand-related questions.
• Educate and engage consumers by sharing knowledge about products and brand updates in an authentic and customer-friendly manner.
• Monitor KPIs such as response time and customer satisfaction (CSAT), actively contributing to process improvements and reduced waiting times.

The Successful Applicant

A successful Consumer Service Agent should have:

• Previous experience in customer service, consumer support, or a similar B2C environment.
• Very good command of English and Italian (min. B2/C1) - required for daily communication
• Strong customer-oriented mindset and excellent communication skills.
• Confidence in working with digital tools (CRM systems, chat, email support channels).
• "Can-do" attitude, proactive approach, and openness to continuous improvement.
• Flexibility to work in a shift system (2 shifts: 8/9 AM - 4/5 PM or 12 PM - 8 PM) ) and adapt to business needs, including peak periods.

What's on Offer

• Salary range: 108,000 - 150,000 PLN gross/year (depends on known languages and experience)
• Hybrid working model (3 days per week from the office in Wrocław).
• New, modern office located in the city centre of Wroclaw.
• Access to modern, AI-driven tools and technologies supporting digital customer service.
• Benefits package including private medical care and wellbeing support.
• Possibility to develop expertise in a dynamic and evolving environment with global exposure.
• Opportunity to co-create a key functional area in a brand-new GBS structure.