Embrace the future!
Recently, we have seen streaming companies and websites taking viewers from classical TV into new services and devices. This project is a support line for one of these services - the best-loved video streaming website in the world.
You will be part of a multicultural team based in Lisbon, where you will provide outstanding multi-channel support to users of the service. You will be handling customers' queries via phone, e-mail, and chat, identifying the client's problem and troubleshooting to find the solution.
Full-time in office, in Lisbon.
REQUIREMENTS
Native Swedish level written and spoken communication skills
Minimum B2 Level English spoken and written
At least 12 months of direct customer service experience required, preferably in contact centers in a B2C and/or B2B environment
Good communication skills, both verbal and oral
European nationality or Portuguese work permit
Proactive attitude and strong team spirit
Be organized and able to learn new processes, concepts, and skills
Strong attention to detail and a desire to deliver accurately, efficiently, and to a high standard
Ability to handle customers' emotions and empathize with the client's case
Openness to work flexible hours as required (may include evenings, weekends, and/or holidays) / Shifts: 7AM to 7PM / Monday to Saturday
RESPONSIBILITIES
Answer customer queries via phone, e-mail, or chat, identifying the client's problem; troubleshooting to find the solution; documenting each action taken and categorizing cases and possible bugs for the engineering team
Provide general and technical support to customers who use any of our client's paid products
Escalate complex problems according to defined procedures
OUR OFFER
Opportunity to be part of a global organization focused on development
Open-minded and multinational environment
Training & development opportunities
Relocation support and allowance (only applicable to candidates moving from abroad to Portugal)
Two months of paid training agreement
One year full-time contract, with 30 days of probation
Private health insurance including family plan (spouse + children free of charge)
Life insurance
Child benefits such as Nursery Voucher and Student Voucher
Doctor at the office for 2 hours once a week
Employee Assistance Program (EAP) to promote employee wellbeing
Discount membership and access to various gyms across Portugal
Access to fresh fruit, water, coffee, and tea daily in Cognizant offices
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