E-Commerce Customer Service Representative - Italian - English

Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As an E-Commerce Customer Service Representative - Italian - English working onsite in Sofia, Bulgaria, for a potential upcoming engagement,  you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

What You’ll be Doing

As an E-Commerce Customer Service Representative, you’ll manage inbound and outbound customer interactions across multiple channels, ensuring a seamless and positive customer experience. We strive to offer the very best levels of customer service and believe "what we say and how we say it" leaves a lasting impression with our customers. Therefore, we will provide you with all the necessary tools, training and confidence needed to do a great job.

During a Typical Day, You’ll

• Handle inbound customer requests through tickets, emails and online chat, providing timely and accurate support.
• Manage inbound live calls, including scheduling callbacks to ensure customer needs are addressed efficiently.
• Conduct outbound calls following up with customers to resolve issues and improve satisfaction.
• Monitor and follow up on positive and negative product reviews, engaging with customers to gather feedback and offer solutions
• Process refund and return requests in line with company policies, ensuring a smooth and customer friendly experience.

What You Bring to the Role

• Fluency in Italian and English, written and spoken.
• Proven proactivity, eagerness to learn and improve.
• Previous experience in customer-facing environment would be considered as an advantage.
• Currently reside in or be willing to relocate to Sofia, Bulgaria. 
• You will need to be available to work shifts scheduled across Monday – Sunday, covering a 24-hour operation.

What You Can Expect

• Competitive annual base salary plus bonus based on performance 
• Career-growth and lots of learning opportunities for aspiring minds 
• Knowledgeable, encouraging, supporting and present leadership 
• Diverse and community minded organization 
• Private Health/Medical Insurance, Dental Plan and Eye Care Reimbursements 
• 20 Annual leave days

A Bit More About Your Role

We’ll train you to be a subject matter expert in your field, so you can be confident in providing the highest level of service possible whether through voice, chat or email interactions. We trust you already have the necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers. You’ll also have a chance to make great new friends within the TTEC community and grow your career in a dynamic, family-friendly atmosphere.

You'll report to the Team Lead. You’ll contribute to the success of the customer experience as well as the overall success of the team.

About TTEC

Our business is about making customers happy. That’s all we do. Since 1982, we’ve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world’s leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.