Job Description: Customer Service Analyst – Italian Language

Designation: Customer Service Analyst
Location: Gurugram, Haryana
Experience Required: 3–5 Years
Qualification: Any Graduate
Language Requirement: Italian – P4 Proficiency
Work Shift: Rotational Shifts
Process: Customer Service / Order-to-Cash (OTC)

Job Overview

We are looking for an experienced and customer-focused Customer Service Analyst with strong Italian language proficiency (P4 level) to join our customer service operations team in Gurugram.

The candidate will be responsible for providing customer support in Italian, handling customer inquiries, resolving service-related issues, and ensuring a high level of customer satisfaction. The role requires excellent Italian communication skills, problem-solving abilities, and the ability to work effectively in a team environment.

Knowledge of the Order-to-Cash (OTC) process will be an added advantage.

Key Responsibilities

1. Customer Service & Support

• Handle customer inquiries and provide assistance in Italian through relevant communication channels.

• Deliver effective customer support before, during, and after product or service purchases.

• Address customer concerns, service requests, and complaints professionally.

• Ensure timely and accurate resolution of customer queries.

• Maintain positive customer relationships and enhance overall customer satisfaction.

2. Query Resolution & Problem-Solving

• Analyze customer issues and identify appropriate solutions.

• Resolve routine and moderately complex customer service problems.

• Escalate unresolved or complex issues to the appropriate teams or supervisors.

• Ensure accuracy and consistency while handling customer requests.

• Follow established processes, guidelines, and standard operating procedures.

3. Order-to-Cash (OTC) Support

• Support customer service activities related to Order-to-Cash operations, where applicable.

• Assist with order-related inquiries, order status updates, and customer requests.

• Coordinate with internal teams to resolve order and service-related discrepancies.

• Ensure timely communication and follow-up on pending customer issues.

4. Team Collaboration & Reporting

• Coordinate with peers and internal stakeholders to ensure smooth service delivery.

• Update supervisors on important issues, escalations, and operational challenges.

• Maintain accurate records of customer interactions and resolutions.

• Follow daily instructions, operational guidelines, and quality standards.

• Contribute to team performance and continuous process improvement.

Required Skills & Qualifications

• Any graduate degree.

• 3–5 years of relevant experience in Customer Service or Customer Support.

• Strong Italian language proficiency (P4 level) is mandatory.

• Excellent verbal and written communication skills in Italian.

• Good English communication skills.

• Strong customer-handling and query-resolution abilities.

• Good analytical thinking and problem-solving skills.

• Ability to work independently and collaboratively within a team.

• Flexibility to work in rotational shifts.

Mandatory Skills (Must Have)

• Italian Language Proficiency – P4

• Italian Language Translation / Communication

• Customer Service & Customer Support

• Customer Query Handling

• Issue Resolution & Complaint Management

• Verbal and Written Communication

Good-to-Have Skills

• Order-to-Cash (OTC) Process Knowledge

• Order Management

• Customer Relationship Management (CRM)

• International Customer Service Experience

• Analytical & Problem-Solving Skills

• Stakeholder Coordination

• Process Compliance & Documentation

Key Competencies

• Customer-focused approach

• Strong communication and interpersonal skills

• Attention to detail

• Problem-solving and analytical ability

• Team collaboration

• Adaptability to rotational shifts

• Ability to manage daily operational responsibilities

Candidate Requirements

• Experience: 3–5 Years

• Education: Any Graduation

• Language: Italian – P4 (Mandatory)

• Location: Gurugram, Haryana

• Shift: Rotational

• OTC Knowledge: Preferred / Added Advantage

Important: Candidates with strong Italian language proficiency and relevant customer service experience will be prioritized. OTC process knowledge will be an additional advantage.