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Customer Support Specialist with Italian

21 / 29

31

Hybrid / Remote

15/07/2026

Company Description

Mercatus Outsourcing is an international BPO & ITO service and solution provider based in Sofia. We specialize in providing multilingual customer and technical support, data entry, IT support, B2B lead generation, revenue growth, IT staffing, and software outsourcing services. As an end-to-end B2B sales & marketing agency, our aim is to connect leading brands with their potential customers worldwide.

Mercatus Outsourcing is seeking a customer-focused Customer Support Specialist with excellent Italian and strong English skills to join one of our international client projects.

In this role, you will communicate with customers through live chat, email, and phone, assisting them with product questions, technical troubleshooting, setup, warranty cases, returns, and after-sales support. You will play an important part in creating a smooth and positive experience for every customer.

What you will do

  • Handle customer inquiries across live chat, email, and phone in a timely and professional manner.
  • Help customers understand the available products and select options that suit their needs.
  • Support users with installation, configuration, setup, and product features.
  • Analyze technical problems and guide customers towards an appropriate solution.
  • Manage warranty claims, product returns, exchanges, and RMA cases according to internal procedures.
  • Keep complete and accurate records of customer conversations in the support system.
  • Refer complex cases to the relevant technical or internal team when additional expertise is required.
  • Priorities and manage several customer cases while meeting established service standards.
  • Communicate with empathy, patience, and a strong focus on customer satisfaction.
  • Build and maintain product expertise through regular training and certification programs.

What we are looking for

  • Italian proficiency at C1/C2 level, both written and spoken.
  • English proficiency at B2 level or higher.
  • Excellent communication and interpersonal skills.
  • A solution-oriented approach and a genuine interest in helping customers.
  • The ability to make technical information clear and easy to understand.
  • Confidence in communicating with customers through chat, email, and phone.
  • Good organizational skills and the ability to work effectively in a fast-paced environment.
  • Familiarity with Microsoft Office and CRM or customer support tools such as Zendesk.
  • Previous customer service, technical support, or other customer-facing experience is preferred.
  • Knowledge of warranty, after-sales, returns, or RMA processes would be an advantage.
  • An interest in consumer electronics, storage technology, or computer hardware would be considered a plus.

What we offer

  • Attractive remuneration package.
  • A flexible hybrid working environment.
  • Food vouchers.
  • Multisport card.
  • Health insurance.
  • Training and opportunities for continued professional development.
  • The chance to work on international projects and support customers from different markets.
  • Career opportunities within a growing and dynamic industry.

Apply for the position

If your skills and experience match this opportunity, we would be happy to receive your CV. Only shortlisted applicants will be contacted for an interview.

Apply for this position