Customer Support - Phone Support - Italy
Description
As a Localized Customer Care Associate, you will provide high-quality, phone-based customer care for a specific market. In this role, you will handle customer inquiries with professionalism and care, ensuring every interaction builds trust and loyalty, and contribute to the growth and success of localized customer care operations.
Responsibilities
- Provide world-class service to Bitpanda’s customers by handling their requests primarily through phone support, but occasionally also via ticketing system and live chat, ensuring timely and professional support that enhances customer satisfaction and loyalty.
- Align daily with your manager and collaborate to achieve company and team targets through strategic planning, strong communication, and consistent focus on performance metrics.
- Dive deep into user feedback to identify critical product and feature requests, working closely with internal teams to share actionable insights and improve the customer experience.
- Continuously strive to identify opportunities to improve Bitpanda’s support processes, contributing to overall excellence in customer care.
- Build strong relationships with other departments, fostering collaboration to increase Customer Satisfaction (CSAT) and Net Promoter Scores (NPS).
Requirements
- Proven experience within Customer Care or Sales, providing support to clients via phone or video calls. (required)
- Excellent verbal and written communication skills in Italian (C2 level or equivalent) and English (B2 level or higher); additional languages are a plus. (required)
- A passion for crypto, investing, and an interest in global financial markets or fintech domains is advantageous but optional. (nice-to-have)
- Flexible and adaptable to thrive in a dynamic, fast-paced environment; willing to work in shift patterns, including evenings and weekends, as needed. (required)
- Experience with Customer Care systems, such as Zendesk, is desirable but optional. (nice-to-have)
- Full fluency in English and Italian is required. (required)
- Happy to make yourself available for the required hybrid model of 3 days in office per week. (required)
Benefits
- Flexibility to work where you thrive – Enjoy the freedom of our Hybrid working model, combining onsite collaboration and remote work, with an additional 25 days per year to work from a city or country of your choice.
- Reward for your impact – Receive a competitive total compensation package aligned with Bitpanda’s pay-for-impact policy, including participation in our stock option plan.
- Support for your mental wellbeing – Access confidential coaching, counselling, and mental health resources whenever you need them through OpenUP.
- Time to recharge – Take extra time off to rest, reset, and recharge, with 3 additional days off in 2026 to prioritise your wellbeing.
- Continuous learning and growth – Grow your skills and stay ahead in your career with unlimited access to Udemy’s library of online courses at your own pace.
- Exclusive perks and rewards – Enjoy discounts, rewards, and perks from partners worldwide across lifestyle, wellness, tech, and travel.
- Support during life milestones – Take advantage of our additional 8 weeks of gender-neutral new parent leave to welcome and bond with your new addition to the family.
- Fuel and focus on-site – Pandas in Vienna, Bucharest, Barcelona, and Berlin can enjoy free onsite dining, with freshly prepared lunches and snacks to keep you fueled and focused all day long.
- Recognition for your contributions – Celebrate milestones and achievements with recognition and rewards for your Tenure at Bitpanda.
- Show your Bitpanda pride – Access exclusive Bitpanda-branded merchandise and gear to represent.
- Connect and celebrate with your team – Join unforgettable company events, from our Winter Party in Vienna to gatherings worldwide, fostering fun, connection, and celebration.
- …and even more location-specific benefits designed to make life at Bitpanda even more rewarding wherever you are.
