Italian‑Speaking Team Leader – Customer Service

About the role

Concentrix Spain is expanding its multilingual customer experience team in Italy and is looking for an Italian‑speaking Team Leader. You will guide a group of agents delivering phone, email and chat support in Italian and English for internationally recognised brands.

Key responsibilities

• Provide friendly, professional assistance to customers across phone, email and chat channels.
• Handle enquiries about products, services, orders, technical issues and account information.
• Resolve issues promptly while maintaining high customer‑satisfaction scores.
• Document cases accurately in the company CRM system.
• Collaborate with colleagues and management to meet team KPIs and targets.
• Promote a solution‑oriented approach that protects client reputation.
• Participate in ongoing training to improve service and technology skills.

Required profile

• Fluent in Italian (C1) and proficient in English (minimum B2).
• Strong communication, active listening and interpersonal abilities.
• Organised, reliable and able to multitask in a fast‑paced environment.
• Positive, problem‑solving attitude with a customer‑centric mindset.
• High attention to detail and accurate data entry.
• Legal right to work in Italy (EU passport or valid work permit).

Required skills

• Experience using CRM systems for case management.

What we offer

• Competitive salary with performance‑based bonuses.
• Comprehensive paid training and career development opportunities.
• Modern office with excellent facilities and transport links.
• Health insurance and additional benefits.
• Flexible working hours and a supportive, multicultural team.