About The Role Job Title: Customer Support Agent Location: Remote based in (Portugal) Terms: 3 months Temporary Contract / Full-Time 40h weekly Salary: Annual Gross 13.250 Euros (inclusive of holidays Allowances) Schedule: Monday to Sunday – On rotational shifts covering 08h00 to 20h00 (Rotational weekend cover – 1 day per week) Shifts: 8h-16h30 / 9h -17h30 / 10h -18h30 and 11h30 -20h ABOUT THE ROLE This is a 3-month temporary work from home position based in Portugal.
We are looking for a Customer Support Agent to join the team.
This is a vital role that will support our partner CleverCards , during their peak season, ensuring their customers have a wonderful experience.
The ideal candidate will thrive when helping people and problem solving and enjoys a collaborate remote environment.
This role is diverse and is best suited to someone that enjoys getting involved and being hands on.
WHAT YOU'LL BE DOING Respond to all customers' support queries within our SLA's through email, live chat and on occasion by phone.
Investigate customers' queries with curiosity to solve problems quickly.
Meet KPIs set by your manager and thrive on exceeding them.
Interact with customers daily and accurately resolve customer queries, through clear communication and in a timely manner.
Investigate customer queries and work closely with the product and engineering team for additional support when required.
Thoroughly understand our product from the customers point of view and learn all new features and functionality as they are released to ensure you can help our customers.
With support from your team, be proactive and willing to suggest improvements for consideration on our roadmap that will improve the overall UX.
You may be required to interact with the suppliers and distributors on occasion.
Carry out any other duties requested by the line manager in relation to the role.
Understand and comply with the key objectives of the company Your profile ABOUT YOU You have 1+ years as a Customer Support Agent in banking or fintech industry.
You are Fluent in English, in both written and verbal communication with excellent phone etiquette, additional language a bonus.
You are Friendly, kind and curious demeanour.
You are a quick Learner, adaptable and able to work in an agile environment.
You have Experience using helpdesk software and remote support tools You have Knowledge of payments echo system and Zendesk a big advantage.
You can take on board new processes and embed a culture of continuous improvement.
You are proven to be organised, methodical and rigorous.
You are a team player able to develop great relations with co-workers???? You have remote working experience and capabilities Why us?
WHAT YOU GET IN RETURN: Fully Remote work based in Portugal A competitive salary Internet Allowance (20 Euros per month) and Meal Allowance (7.63 Euros daily) Equipment provided Home office allowance A Buddy on joining Online Gym and Wellbeing Studio.
The opportunity for professional growth.
Fun company events and team outings.
Autonomy and Responsibility OUR 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 About us Otonomee is a purpose built, fully remote BPO.
Otonomee was founded in 2020, headquarted in Ireland, to provide a different offering in the BPO industry.
Otonomee provides global premium customer support to innovative Brands in Healthtech, Fintech, E Commerce, SaaS & Facilities Management.
Otonomee's Founders and Senior Leadership Team had experienced firsthand the challenges in the traditional BPO industry.
The pandemic (i.e.
the adoption of remote work as viable working model) created an opportunity to build a new, vibrant business that solved those challenges for team members and for 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 sustainable & equitable future.
Otonomee is a purpose driven company and a Certified BCorp since 2023.
This means that 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
