Customer Support Analyst - Italian Speaker

ABOUT US

Indie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone. Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices.

We have a global fleet of over 3,000 vehicles. In addition, our platform hosts the campervans and motorhomes of countless individual and professional owners. Our vision is to become the world's No.1 road trip provider by continuing to expand – both vertically and geographically.

Indie Campers operates across the US in Los Angeles, San Francisco, Las Vegas, Denver, Salt Lake City, Phoenix, Orlando, and Miami, and in Europe in Germany, France, Spain, Italy, Portugal, Ireland, England, Scotland, Switzerland, Iceland, Sweden, Austria, Netherlands, Belgium, Sweden, Croatia, Norway, and has pick-up centres in more than 50 cities.

 

THE ROLE

As Customer Support Analyst, you will be part of the Customer Excellence team and will interact and engage with our customers. By getting this position you will be responsible for guiding the customers throughout the Indie Campers journey, assisting potential customers that are willing to spend their time on holidays in a life-changing experience, and helping them to complete reservations. You will also manage the customer enquiries about our product and services. You will also present while the customer is on trip, preventing incidents and if needed provide the required assistance. After the completion of the road trip you will also assist with any info or follow up required to ensure the best customer experience.

 

WHAT WILL YOU WORK ON?

• Address and provide support to customers across different channels of communication: phone support, email, live chat and social media (written and verbal communication)
• Comply with SLAs and ensure all assigned tickets are resolved well within deadline (KPIs)
• Provide the best product and service according to customer profile, focusing on problems and incidents solving
• Keep records of customer interactions, process customer accounts and file documents
• Assist on up-selling and cross-selling in order to provide the best customer experience
• Use your analytical skills to manage reservations in our platform ensuring an accurate booking sheet with correct data
• Provide insights to management to improve customer experience and improve established processes and procedures
• Work along with other teams, ensuring clear communication and accurate workflows 

 

WHO ARE WE LOOKING FOR?

• >1 year of experience in customer support roles (contact center preferred)
• Available to work in rotative shift (Monday-Sunday from 7am until 10pm)
• Fluent in English (mandatory) and Italian (Native level)
• Familiarity with CRM systems and practices
• Comfortable on answering incoming phone calls and respond to customers online
• Customer service – Strong customer service skills because this is a customer-oriented role
• Computer skills – Proficient on using reservation systems tools + managing customer data
• Problem-solving skills – Ensure reservation process runs smoothly
• Multitasking – Answering incoming phone calls + respond to online inquiries simultaneously

 

THE INDIE COMMITMENT!

• A dynamic position in a young, fast-growing and innovative company
• Continuous training and coaching to develop your skills
• Competitive package including private health insurance, Indie Benefits and book free road trips European-wide (subject to availability)
• International and informal work environment located in the heart of Lisbon.