Job Title: Customer Support Representative
Location: Lisbon, Portugal (Office-Based Anjos or Alcântara offices, to be confirmed)
Contract Type: 1-month Training Contract + 1-year Fixed-Term Contract (with 30-day probation period)
Start Date: 6 January 2025
About the Role:
We are seeking a
Customer Support Representative to join our team for an exciting project with a
GPS Navigation Tool and
Streaming Platform. In this role, you will be responsible for answering customer inquiries through live chat, e-mail, and occasional phone calls. Your focus will be on troubleshooting, understanding client policies, and ensuring customers have a positive experience with the product.
This position is office-based, offering a dynamic work environment with opportunities for professional growth.
Key Responsibilities:
- Customer Support: Respond to customer queries via live chat, e-mail, and occasionally phone calls.
- Troubleshooting: Identify issues and resolve customer problems such as video playback issues, account and membership issues, uploading problems, and bugs.
- Documentation: Accurately document each customer interaction, categorize cases, and report any potential bugs.
- Client Policies and Guidelines: Understand and stay updated on the clients policies regarding safety, copyright, ads, and navigation.
- Customer Satisfaction: Monitor and track KPIs such as C-SAT (Customer Satisfaction), NPS (Net Promoter Score), and SLAs (Service Level Agreements).
- Data Analysis: Analyze customer feedback and trends to create meaningful insights and report on performance metrics.
Required Skills and Experience:
- 12 months of experience in Customer Support within a Contact Center environment (preferably).
- Knowledge of BPO KPIs: C-SAT, NPS, and SLAs.
- Strong communication skills, both written and verbal.
- Ability to troubleshoot technical issues and resolve customer problems efficiently.
- Knowledge of policy, safety, and copyright management in digital platforms.
- A customer-oriented mindset with the ability to empathize with users and provide solutions.
- Fluency in German is required (additional languages are a plus).
- Relocation Bonus
How to Apply:
If you are ready to join a forward-thinking company and provide exceptional customer service, wed love to hear from you! Please send your CV at maria.metaxa@cbtalents.org
