Italian-speaking Customer Service Representative (f/m/d)

Role overview

PAIR Finance has been transforming debt collection in Europe since 2016 by combining technology, artificial intelligence, and thoughtful communication to help companies recover outstanding receivables in an efficient and respectful way. The team is looking for a junior Italian-speaking Customer Representative to strengthen its Customer Service function in Berlin.

This position goes beyond answering routine requests. You will support Italian-speaking consumers who may be dealing with stressful financial matters, so the job calls for clarity, empathy, and a respectful approach in every interaction.

Please note that this role follows a hybrid work model and is only open to candidates who are permanently based in Berlin, Germany. Relocation support is not provided, and fully remote contracts are not available.

Responsibilities

• Respond to inquiries from clients, consumers, and third parties such as lawyers in Italian via multiple communication channels.
• Share accurate and easy-to-understand information about account status and ongoing case processes.
• Record customer conversations and actions carefully in the CRM system.
• Work with teammates and other departments to resolve issues efficiently.
• Identify recurring problems and help improve service workflows over time.
• Use AI-supported tools and internal systems to deliver consistent service quality.
• Follow internal policies, data privacy rules, and all relevant legal and regulatory requirements.

Requirements

• Professional fluency in both Italian and English, written and spoken.
• Previous experience in a customer service or support environment.
• Strong empathy, clear communication, and good interpersonal skills.
• Confidence using digital tools and AI-assisted platforms, with the ability to learn new systems quickly.
• Practical experience with ticketing or CRM tools, ideally Zendesk.
• Excellent organisation and strong attention to detail.
• A cooperative mindset and the ability to work well in a team.
• Experience in collections, debt recovery, or financial services is an advantage.
• Additional language skills, especially Spanish and/or German, are a plus.

Offer and benefits

PAIR Finance offers an unlimited employment contract, flexible working hours, and 28 vacation days to support work-life balance. The package also includes a company pension plan, partial coverage of the Deutschlandticket for public transport, and access to a corporate benefits voucher platform.

You will join an experienced, international team representing more than 30 nationalities, with structured onboarding and ongoing support from colleagues and mentors. The company promotes a flat hierarchy, open and appreciative feedback, monthly all-hands meetings, an annual review cycle, and regular one-to-one meetings with your lead.

Further support includes a personal learning and development budget, plus German and English language courses. The role is based in Berlin, close to Uhlandstraße, and follows a hybrid working policy. Team events, including summer and Christmas celebrations, are also part of the company culture.

Additional information

PAIR Finance is rethinking debt collection through a digital solution focused on customer orientation and efficiency. By applying artificial intelligence and behavioural science, the company aims to communicate with customers in a more individual and straightforward way throughout the collection process.

The business is backed by well-known private equity and investment partners in the fintech space, including Pollen Street and Zalando Payments, offering the opportunity to help shape a fast-moving industry.

PAIR Finance is an equal-opportunity employer and values diversity and inclusion. Applications are welcomed from all qualified candidates regardless of ethnicity, colour, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, or disability.

The company contact person for this role is Jasmin Baldrich. For questions, the provided contact email is jobs@pairfinance.com.