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 ******