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Italian Customer Support Specialist - Digital Advertising open_in_new
explore Barcelona , Spain
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DESCRIPTION
Description
Teleperformance is a worldwide leader in customer experience management and contact centre business process outsourcing. Our company employs around 420.000 people working in over 265 dialects and languages, in 88 countries, operating across all business sectors and all continents on behalf of major international companies.
At Teleperformance, we do business with people, for people. We want our employees to be inspired and motivated. Our main goal is to make them proud to belong to Teleperformance through job satisfaction and a great work environment.
Teleperformance Spain, with more than 4,700 employees in 10 sites (certified with Great Place to Work and Top Employer), is looking for a group of highly-skilled professionals to join our company.
REQUIREMENTS
Your responsibilities:
Verification Operations: Process licence, insurance, and business registrations submissions
to confirm alignment with the service’s quality guidelines for new reviews and recertifications
Reactive Support: Provide reactive phone and/or email support for live advertisers
Product Operations: Examine reviews to confirm compliance with guidelines and publish or deny;
evaluate escalated photo submissions where language specific support is required;
process Google Guarantee claims per qualification guidelines
Quality Monitoring and Improvement Operations:
Review live provider quality results and work with partners to improve performance
Provider Support and Retention:
Collaborate with providers to improve leads results and at-risk and provider churn reporting to evaluate and support retention operations
Properly prepare and set expectations with businesses about the onboarding and go-live process
Develop a deep understanding of the onboarding requirements/processes for our product across different regions
Work closely with businesses to collect and submit information required to complete our onboarding process
Accurately advise and support businesses on each verification requirement as they work to complete the onboarding process
Support ad-hoc operations work as needed
Work in a fast-changing, fast-paced workplace
Requirements
Native Level of Italian
Ability to speak and write English fluently
Experience in a fast-paced, scaled operations environments
Experience working in a call center environment
Experience working in a customer-facing role
Extremely high attention to detail and strong organizational skills
Structured communicator, both written and spoken
Ability to produce high-quality work under strict deadlines
Proficient in Google Docs and Sheets and/or Microsoft Word and Excel
Ability to work independently and complete day-to-day tasks with minimal supervision
Nice to have:
Bachelor's degree in Business
2+ years of experience in similar fields: working with legal teams, trust & safety, vetting or similar
Experience working with local legislation or government entities
Familiarity with home services, such as plumbing, locksmiths, electrical etc.