Bilingual Customer Support Representative (Italian/English)

About the role

We are looking for a Bilingual Customer Support Representative fluent in Italian and English to join a fast‑paced, remote team. You will interact with members via phone, email and live chat, turning challenging situations into positive experiences while helping retain valued customers.

Key responsibilities

• Handle inbound and outbound calls, emails, and live‑chat inquiries related to accounts, memberships and orders.
• Focus on retaining customers who wish to cancel their membership.
• Document all interactions accurately in the project’s systems.
• Maintain a high level of service quality while managing back‑to‑back contacts.

Required profile

• Fluency in both Italian and English.
• Positive, upbeat attitude with strong soft‑skill communication.
• Ability to work independently as a contractor and collaborate in a team‑oriented environment.
• Reliable Windows‑based PC, static IP connection, USB headset, dual monitors and hardware capable of running a virtual desktop.
• Previous sales or retention experience is a plus.

Required skills

• Proficiency with Five9 call‑center software.
• Windows 10 or Windows 11 operating system.
• USB‑connected headset (no Bluetooth/3.5 mm).
• Dual‑monitor setup.
• Ability to operate within a virtual desktop environment.

What we offer

• Permanent remote work as an independent contractor.
• Immediate hiring with performance‑based hourly pay.
• Health‑insurance coverage for eligible locations.
• Paid two 15‑minute breaks and an unpaid 1‑hour lunch (40 hours/week).