Customer Relations Agent
TeyaPayments company
Milan, Italy€28,000+Mid
D1 Capital Partners
FJ Labs
Tiger Global
2B Global Capital
Glynn Capital
G Squared
Operations & Strategy
About the role
TL;DR
Provide high-quality customer support to Teya merchants in Italy, resolving inquiries and building loyalty.
- •As a Customer Relations Agent, you will be the first point of contact for Teya merchants in Italy, providing rapid, accurate, and high-quality support.
- •Your mission is to resolve merchant inquiries with empathy and professionalism, representing Teya's voice and values.
- •Key Responsibilities Manage incoming merchant requests via phone, email, or chat regarding terminals, payments, fees, app support, and account changes.
- •Diagnose issues, follow product/support manuals, and resolve or escalate using defined workflows.
- •Create and manage activities on Zuper for returns, replacements, and accessory deliveries.
- •Conduct recovery calls for merchants who have churned.
- •Maintain high productivity, CSAT, and quality scores.
- •Requirements Excellent command of Italian and good knowledge of English.
- •At least 2 years of prior experience in customer support, call center, or operations.
- •Proficiency in navigating multiple systems like Zendesk/Sprinklr, Zuper, and CRM/CDP.
- •Attention to detail, organization, and ability to maintain quality in a fast-paced environment.
- •Availability to work shifts aligned with merchant needs, including occasional evenings or weekends.
Required skills
CRMExcel
Domain expertise
fintech
Benefits & perks
Welfare aziendale, Buoni pasto, Rimborso chilometrico, Copertura assicurativa sanitaria, 26 giorni di ferie annuali, Modello di lavoro flessibile
Tech stack
CRMExcel