Customer Services Representative

Are you an experienced and passionate customer services professional? Do you enjoy supporting users and providing an excellent service experience? If so, look no further.

We are expanding our Italy team and looking for a highly motivated professional with native-level French and Italian language skills, strong technical aptitude, and superior communication skills. We are looking for someone who thrives on working with clients, takes ownership of diverse tasks, and prides themselves on delivering outstanding customer service.

The Customer Services Representative reports directly to the VP for Sterling Client Services and is responsible for providing high-quality technical and operational support to clients and users.

This role is based in either TransPerfect's Milan or Rome office, supporting users across France, Italy, Spain, Europe, and other regions as required.

The CSR helps users navigate the VDR platform, resolves support queries, assists with client training, supports key VDR workflows, and ensures a professional, responsive, and accurate service experience.

The role requires strong communication skills, attention to detail, good technical aptitude, and the ability to manage multiple client requests in a fast-paced B2B environment.

Independently interacts by phone or email to consult with and advise clients on workflow and VDR processes.

Provides first-line technical and operational support to clients and users across the VDR platform.

Nurtures and develops effective and positive relationships with clients.

Anticipates and manages clients' needs effectively.

Acts as the main point of contact and assumes responsibility for multiple client engagements.

Helps users navigate the VDR platform and supports key workflows, including user access, permissions, document management, Q&A, reporting, and other VDR processes.

Manages and hosts online client training sessions.

Investigates user issues, gathers the required details, and escalates technical matters internally where needed.

Monitors progress and ensures deliverables for the client are accurate and timely.

Works closely with internal teams across different regions to ensure client requests are handled accurately and within expected timelines.

Follows all applicable Best Practice and Workflow procedures.

Ensures proper documentation for job tracking and billing information is current and accurate.

Maintains clear and accurate records of client interactions, support requests, actions taken, and follow-up requirements.

Performs additional duties as reasonably requested.

Native-level fluency in both French and Italian, with excellent written and verbal communication skills in both languages. Strong professional English is required for internal communication and wider client support.

Comfortable speaking to a wide range of B2B customers.

Highly motivated team player with excellent communication and interpersonal skills.

Resilient with a positive can-do attitude.

Minimum of two years of experience in a B2B environment.

Tech-savvy with the ability to adapt to new software and tools. Training will be provided.

Previous experience in a technology, software, or IT company is beneficial but not required.

Exceptional attention to detail, accuracy, and active listening skills.

Capable of multi-tasking, working under pressure, and meeting strict deadlines.

Willing to grow, develop, and continually learn new skills.

Based in or near Milan or Rome and able to commute to the relevant TransPerfect office daily.

Available to work 9 AM to 6 PM.