Customer Relations Agent

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7cowt7

Customer Relations Agent at teya. About the role Teya is a rapidly expanding fintech company operating across Europe, with a mission to support and empower local businesses through innovative financial solutions. We are seeking a dedicated Customer Relations Agent to join our team in Italy, specifically based in Milan. This role is essential in providing exceptional support to our merchants, acting as the first point of contact for inquiries, issues, and account management. The ideal candidate will embody Teya's values of customer-centricity, efficiency, and professionalism, ensuring that every merchant interaction is handled with care and expertise. As part of our customer support team, you will play a key role in maintaining high satisfaction levels, resolving complex issues, and contributing to the overall success of our operations in Italy.

Key facts

- Location: Milan
- Engagement: Full-Time
- Compensation: Starting from €28,000 gross annually
- Team: Italy Operations

What you'll do

- Respond promptly and professionally to incoming inquiries from merchants via multiple channels such as phone, email, and chat, covering topics including terminals, payments, fees, app support, and account modifications.
- Diagnose and troubleshoot issues reported by merchants, utilizing product manuals and support documentation to identify solutions or determine when escalation is necessary.
- Follow established workflows to resolve customer issues efficiently, ensuring that each interaction aligns with company standards for quality and customer satisfaction.
- Create, update, and manage support tickets in Zuper, ensuring all relevant data is accurately recorded for the Supply Chain team regarding merchant withdrawals, terminal replacements, accessory deliveries, and other logistical needs.
- Conduct recovery calls or terminal return procedures following merchant cancellations, adhering strictly to the CR Recovery Call guidelines to ensure proper handling and documentation.
- Maintain high levels of productivity, customer satisfaction (CSAT), and quality scores by communicating empathetically, clearly, and professionally with merchants.




- Categorize and tag tickets accurately within Zendesk or Sprinklr, contributing to data collection efforts that inform dashboards, reports, and overall performance metrics.
- Collaborate with other teams such as Operations, Supply Chain, and Product Support to ensure seamless resolution of merchant issues and continuous improvement of support processes.
- Keep up-to-date with product updates, new features, and support procedures to provide accurate and current assistance to merchants.
- Participate in team meetings and training sessions to enhance skills, share knowledge, and stay aligned with company goals and customer service standards.
- Provide feedback on common merchant issues or recurring problems to help improve product features and support workflows.

Requirements

- Fluency in Italian is essential, with a strong command of English to communicate effectively with international teams and documentation.
- Proven experience of at least 4 years in customer support, call centers, or operations roles, preferably within payments, banking, SaaS, or fintech industries.
- Excellent communication skills, including active listening, empathy, and the ability to convey complex information clearly and professionally.
- Strong problem-solving skills with the ability to diagnose issues accurately and follow through with effective resolutions.
- Comfortable navigating multiple systems such as Zendesk or Sprinklr for ticket management, Zuper for task creation, CRM/CDP platforms, and basic Excel for data handling.
- Highly organized with keen attention to detail, ensuring accuracy in ticket categorization, data entry, and follow-up actions.
- Ability to work efficiently in a fast-paced environment, managing multiple tickets and priorities simultaneously without compromising quality.




- Flexibility to work shifts that may include evenings or weekends, aligned with merchant support needs.
- Demonstrated ability to work independently and as part of a team, maintaining a positive attitude and a customer-first approach.
- Knowledge of the payments or fintech industry is a plus but not mandatory.

Nice to have

- Previous experience working in fintech or related financial services sectors.
- Familiarity with the Italian market and local business practices.
- Experience with recovery calls and terminal return procedures.

Skills & tools

- Zendesk or Sprinklr for ticket management and customer interactions.
- Zuper for task creation and management.
- Basic proficiency in Excel for data tracking and reporting.
- CRM/CDP systems for customer data management.

Practical notes

- Teya offers a flexible work model designed to support a healthy work-life balance, with options for adjusting schedules as needed.
- The company provides a welfare package valued at €142 net per month, which includes various benefits to support employee wellbeing.
- Meal vouchers worth €8 net per day are provided to all employees, contributing to daily expenses.
- Health insurance coverage is included as part of the benefits package, ensuring access to healthcare services when needed.
- Employees are entitled to 26 vacation days annually, in addition to local holidays, promoting rest and recovery.
- The role requires on-site presence at our Milan office; remote or hybrid options are not specified.
- The company encourages a collaborative environment where feedback and continuous improvement are valued.
- Teya is committed to diversity and inclusion, striving to create an environment where everyone can thrive regardless of background.
- Candidates are encouraged to bring their enthusiasm for customer service and problem-solving to help us build a better future for merchants in Italy.

Teya is an equal opportunity employer. We are dedicated to fostering an inclusive environment where all individuals can succeed.

If you require any accommodations during the recruitment process, please let us know.

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Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7cowt7