About The Role
Job Title: Customer Support Advisor
Location: Remote based in Portugal.
Terms: Permanent Contract / Full-Time 40h weekly
Salary: Annual Gross €15.250 Including Holiday and Christmas Allowances
Schedule: Monday to Sunday – 8h shifts to be confirmed covering 12pm to 12am
We are looking for a Customer Support Advisor to join the team in Portugal. Successful candidates will be supporting our amazing partner, Oura Health, makers of the renowned Oura Ring. The Oura Ring is a smart ring used by over 1 million people globally to track stress, illness detection, women's health, heart rate, and more.
This is your chance to join a great global team across Europe and North America and power up your skills by tackling and troubleshooting complex issues. There will be many opportunities for growth within this role and the opportunity to support global customers.
Otonomee is an early stage, fast growing business and this is an opportunity to join at a very exciting time.
WHAT YOU'LL BE DOING
Customer Support:
Resolve customer issues related to purchase, orders, shipping, set up, connectivity, and warranties with precision.
Provide attentive responses to customers that incorporate a thorough understanding of their concerns and offer step-by-step guidance and solutions to satisfy questions or remedy issues.
Customer Interaction:
Deliver premium customer service through chat, email, and phone channels.
Respond to inquiries, troubleshoot problems, and provide information with a focus on exceeding customer expectations.
Proactive Problem-Solving:
Anticipate and address potential issues, preventing disruptions before they impact the customer experience.
Collaborate with other teams to identify recurring problems and contribute to continuous improvement initiatives.
Product Knowledge:
Maintain up-to-date knowledge of our clients' products and services to effectively assist customers.
Contribute to the creation and updating of knowledge base articles for internal and customer reference.
Empathy and Communication:
Demonstrate empathy and active listening skills during customer interactions.
Communicate complex concepts in a clear and understandable manner.
Quality Assurance:
Adhere to established quality standards in all customer interactions.
Participate in regular training sessions to stay abreast of industry developments and enhance skill sets.
The recruitment process:
30 min Teams interview with the Recruitment Team
Language test if applicable to the role
45 min Teams interview with the Hiring Team
How to apply: otonomee.jobs.personio.com
Your profile:
Minimum of 3-4 years of proven experience in Customer service, with a focus on live interactions, in chats, emails, and/or phone channels.
Experience in supporting and troubleshooting tier 1 technical queries.
Have a growth, curious mindset, and ability to adapt to changing policies and guidelines.
Ability to work independently and collaboratively in a fast-paced environment.
Proficient in troubleshooting orders, shipping, connectivity, and operational issues.
Excellent English written and verbal communication skills to C2 level.
Experience in supporting US and/or UK customers is an advantage.
Possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations.
Demonstrate ability to handle challenging customer interactions with professionalism.
Why us?
What you get in return:
Fully Remote work based in Portugal
A competitive salary
An Oura Ring so that you can provide great customer support.
Internet Allowance of 20 euros per month and Meal Card Allowance of 7.63 Euros per working day
A Permanent Employment Contract
Equipment provided
Home office allowance (Once off pay and claim to help you set up your home office)
A Buddy on joining
Online Gym and Wellbeing Studio.
The opportunity for professional growth.
Fun company events and team outings.
Autonomy and Responsibility.
About us:
Otonomee is a purpose-built, fully remote BPO. Founded in 2020, headquartered in Ireland, Otonomee provides a different offering in the BPO industry, delivering global premium customer support to innovative brands in Healthtech, Fintech, E-Commerce, SaaS & Facilities Management.
Otonomee's Founders and Senior Leadership Team experienced firsthand the challenges in the traditional BPO industry. The pandemic created an opportunity to build a new, vibrant business that solved those challenges for team members and clients.
By leveraging Otonomee's remote working model, we provide premium Customer Experience with a high quality, flexible and entrepreneurial approach. Our clients share our commitment to great Customer Service by promoting a positive employee experience and a sustainable & equitable future.
Otonomee is a purpose-driven company and a Certified BCorp since 2023, meaning we are one of 9,000 companies globally verified to meet high standards of social and environmental performance, transparency, and accountability.
We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions; our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow.
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