Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

Short Description

Job Title: GCA Global Language Services
Job ID: 34847
Job Location: Lisbon, Portugal - hybrid set up
Function: Chief Operating Officer (COO)

Job Summary

As a Language Services Administrator you'll directly engage with customers and partners to provide seamless service while fostering strong customer relationships. This role focuses on managing customer incidents, supporting account managers, and ensuring timely issue resolution by collaborating with internal teams, vendors, and licensed operators. Key tasks include maintaining accurate incident data, driving customer relationship improvements, and ensuring proactive, efficient communication to enhance customer experience and satisfaction.

Job Description

What you will do:

• Seamlessly managing the end-to-end process for the resolution and communication of customer support tickets in Italian and English.
• Handling customer calls and managing incidents and requests within specified SLA’s (24/7 operations).
• Proactively working on customer experience to improve NES.
• Responding to Customer/OLO’s emails and telephone calls in a Foreign Language, following set processes and documenting incident details in required templates.
• Providing regular communication with customers and vendors on the progress of customer tickets.
• Proactively following up on negative triggers to improve NES.
• Allocating unresolved Incidents to appropriate support groups, managing customer escalations.

What we're looking for:

• Excellent communication skills (reading/writing/speaking) in Italian and English
• Solid experience in managing customer relationships
• Ability to multi-task and prioritise workload
• Ability to adapt to continuously changing procedures and environment
• Team player with strong interpersonal skills
• Working knowledge of Intranet and Internet applications beneficial
• Good knowledge of MS Office products (Excel, Word, Outlook)
• A flexible and proactive approach

Skills

Help Desk Problem Solving
Workflow Management
Help Desk Best Practices
Service Level Management
Foreign Languages

Education

A bachelor’s or master’s degree in Business, IT, Computer Science, Telecommunications or a relevant field
What we offer:

Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognises the importance of a work life balance.

Some benefit examples are:

• Flexible working and relaxed dress code
• Two days annually to spend on volunteering opportunities
• Access to a virtual business school for on-going learning
• Business mentoring

We strongly encourage candidates of all different backgrounds and identities . We are committed to making Colt an inclusive and supportive workplace