Italian-Speaking Customer Service & Sales Representative (Fully Remote) at RMV Recruitment Solutions

Position Overview

• Our client is seeking a fluent Italian-speaking Customer Service & Sales Representative to assist international customers with travel-related enquiries.
• The successful candidate will provide customer support in both Italian and English across various communication channels. Responsibilities will include assisting customers with pre- and post-travel queries, managing reservations, resolving complaints and providing accurate information within a demanding and time-sensitive contact centre environment.
• The position requires excellent communication skills, strong computer literacy and the ability to deliver professional customer service while meeting required service levels and performance targets.

Key Responsibilities

• Provide professional customer service and sales support in Italian and English.
• Assist international customers with pre- and post-travel enquiries.
• Respond to customer queries relating to bookings, reservations and travel arrangements.
• Handle inbound and outbound voice calls in both Italian and English.
• Manage written customer correspondence when required.
• Use reservation, customer relationship management and internal operating systems accurately.
• Assist customers with complaints and provide suitable resolutions in accordance with company procedures.
• Explain products, services, booking conditions and applicable processes clearly.
• Maintain accurate and complete customer records.
• Meet required service-level agreements and individual performance targets.
• Achieve expected Key Performance Indicators relating to quality, productivity, attendance and customer satisfaction.
• Escalate complex customer enquiries to the appropriate department when necessary.
• Remain professional and customer-focused when dealing with demanding or time-sensitive situations.
• Participate fully in the required product and systems training.
• Comply with all company policies, procedures and data-protection requirements.

Requirements
Minimum Requirements

• Native-level verbal and written fluency in Italian is essential.
• Advanced Italian proficiency may be considered, subject to a language assessment.
• Strong verbal and written English communication skills.
• Must currently reside in South Africa.
• Must hold a valid South African identity document or permanent residence permit.
• Previous customer service or contact centre experience is preferred.
• Excellent computer literacy and technical aptitude.
• Ability to learn and navigate multiple computer systems.
• Strong problem-solving and complaint-resolution skills.
• Ability to work in a demanding, dynamic and time-sensitive environment.
• Willingness and flexibility to work European operating hours.
• Availability to work on South African public holidays when operationally required.
• Clear criminal record.
• Availability to commence employment on 03 August 2026.

Remote Working Requirements

• As this is a fully remote position, candidates must have a suitable and professional home-working environment.

Applicants must have:

• A reliable fibre internet connection or stable fixed ADSL connection.
• Minimum internet speed of 20 Mbps upload and 20 Mbps download.
• A fixed-line internet solution at their own cost.
• A suitable backup power or UPS solution to maintain internet connectivity during electricity outages.
• A quiet, secure and professional workspace.
• The ability to work without interruption during scheduled shifts.
• Wireless, mobile data and similar non-fixed internet connections will not be accepted.

Working Hours and Shift Requirements

• Full-time permanent employment.
• 40 working hours per week.
• Approximately 8.5 hours per shift, inclusive of lunch and scheduled breaks.
• Monday to Friday during European operating hours.
• Public holidays may form part of the operating schedule.
• Working hours may change according to operational requirements.

Remuneration and Benefits

The successful candidate will receive:

• R190,000 Cost to Company per annum.
• Eleven weeks of fully paid product and systems training.
• A R4,000 monthly shift incentive after successful completion of the four-month probation period.
• Company-paid medical health insurance after successful completion of probation.
• Permanent remote employment.
• Exposure to an international customer service environment.
• Comprehensive product, systems and process training.

Ideal Candidate Profile

• The ideal candidate will be customer-focused, technically confident and able to communicate fluently and professionally in both Italian and English.
• They should be comfortable working independently from home while remaining accountable for attendance, performance and service delivery. The role will suit someone who remains calm under pressure, enjoys assisting customers and can manage multiple systems and enquiries accurately.