Bilingual Customer Service Associate (Italian & English)

ISN is looking for bilingual Italian & English-speaking candidates who want to use their skills to support international customers! Join our London team to see yourself grow a career in SaaS Customer Service & Sales while enjoying great benefits, a dynamic work environment, and excellent professional development opportunities.

The Position: We are looking for a full-time Associate with a bachelor’s degree and/or equivalent work experience to proactively service and support our contractor/supplier clients. Your time on the Customer Service team marks the beginning of your career at ISN and the first role within the rotational program:

• We’ll guide you through a 7-week training program, where you will receive classroom and on-the-job training in areas of soft skills development, customer service excellence and ISN products and services
• Responsibilities include fielding incoming calls and enquiries, inside sales, as well as helping customers navigate ISNetworld (our product)
• Employees are provided with the knowledge and skills needed for success within the company
• You will be assigned a mentor to help guide you and provide support

Employees should expect to spend 18-24 months on our Customer Service team before rotating to our Client Development team. Your role in Client Development includes both sales and client services on a collaborative industry or regional-based team. This role will challenge you to craft your business development skills as you drive account expansion and new client prospecting.

The Training: We believe in investing in your future from day one. That’s why we fly you to ISN’s headquarters in Dallas, TX for an initial 7-week training program to learn side-by-side with peers from around the world. The Dallas-Fort Worth metroplex is the fourth largest metropolitan area in the country, with a wide variety of restaurants, entertainment venues, sports teams, and museums. While you are there to learn, we hope you will also have some fun. (Subject to schedule availability)

Who should apply? Driven individuals who possess a desire to work with people externally and internally, engage with customers via phone and in meetings, and obtain increased responsibilities.

• Bilingual in Italian & English – fluent ability to read, write and speak (French is a plus)
• Bachelor’s degree and/or equivalent work experience
• Excellent verbal and written communication skills
• Excellent customer service orientation 
• Proficient computer skills (Word, Excel, PowerPoint, e-mail applications)
• Desire to work with people and consistently engage in verbal interaction over the phone
• Ability to de-escalate calls using critical thinking and soft skills
• Genuine desire to progress into a sales development role
• Intrinsically motivated to become a subject matter expert and improve business acumen

The Location: Close to Paddington Station with accessibility to both the underground, mainline trains, the Elizabeth Line and Heathrow Express trains 

Duties and Responsibilities:

• Proactively service and support ISNetworld contractor/supplier clients
• Conduct training on ISN products via phone, web based and face-to-face meetings
• Participate in the implementation of sales and marketing projects
• Field incoming calls, handle contractor customer inquiries and troubleshoot problems
• Assist with CRM and ISNetworld testing
• Handle client account management functions, including invoicing and collections
• Proactively analyze customer service processes and bring forth ideas for continuous improvement
• Research and develop various resources and reference documents for clients

Benefits:

• 100% company-paid monthly insurance premiums for employees and dependents
• Medical, Dental, Vision, and Life Insurance
• 4% pension scheme matching
• Long-Term & Short-Term Disability Coverage
• Holiday & Time Off
• 27 paid personal holidays (pro-rated first year)
• 12 paid holidays
• Monthly cell phone reimbursement
• Monthly reimbursement for Oyster card
• Team-building activities and events, including quarterly kick-off meetings and community volunteer day
• Matching charitable gift program
• Professional development & training opportunities
• Wellness Program: Focuses on community, financial, mental, nutrition, physical and social health
• Business casual, jeans allowed

*All benefits are subject to change with notice to the employee

Employees must be within a commutable distance of our London office and be willing to come into the office for required trainings, events, team activities, and meetings at least 3 days per week.   

ISN does not provide visa sponsorship for this position