Support agent - Social media platform

Our client project is a leading social media platform dedicated to connecting people and fostering communities worldwide. The mission is to provide a safe, enjoyable, and enriching user experience for everyone. We are looking for passionate and customer-oriented individuals to join our support team to assist our Spanish or Italian-speaking users.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via social media channels, email, and live chat in Spanish or Italian.
• Resolve customer complaints and issues efficiently, providing appropriate solutions and alternatives within the time limits.
• Follow up to ensure resolution and maintain high customer satisfaction levels.
• Identify and assess customers’ needs to achieve satisfaction.
• Keep accurate records of customer interactions and actions taken.
• Collaborate with other team members and departments to resolve complex issues and improve the overall customer experience.
• Provide feedback on the efficiency of the customer service process and suggest improvements.
• Stay up-to-date with platform updates, changes, and new features to provide accurate information to customers.

Requirements

• Fluency in Spanish or Italian (both written and spoken) is mandatory.
• Excellent communication skills and a strong customer focus.
• Proven experience in customer support