Customer Service Agent (Italian & English)

About the role

Wolt is looking for a bilingual Customer Service Agent to join its support team in Tirana. You will be the first point of contact for customers, restaurants and riders, helping to ensure smooth and efficient deliveries across the platform.

Key responsibilities

• Communicate with customers, partner restaurants and couriers via chat and phone, using Wolt’s brand voice and adapting to each interaction.
• Monitor and resolve delivery‑related issues to guarantee a seamless experience for all parties.
• Collaborate with the Customer Support team and other internal groups to improve processes and operational procedures.
• Contribute ideas for the continuous development of the support function.

Required profile

• Fluent in Italian (minimum B2) and English (minimum B2), both written and spoken.
• Excellent communication skills with an empathetic, customer‑focused attitude.
• Strong team spirit, quick learning ability and comfort handling multiple tasks in a fast‑changing environment.
• Willingness to work rotating shifts, including mornings, evenings, weekends and holidays.
• Residency in Tirana.

Required skills

• Proficiency in Italian language.
• Proficiency in English language.

What we offer

• Full‑time permanent contract (40 hours per week) in a dynamic, high‑growth tech company.
• Opportunities for personal and professional development within an inclusive, diverse workplace.
• Collaborative environment with a focus on innovation and continuous improvement.