German Senior Customer Support Agent In Lisbon

About LisbonLisbon is a rewarding destination where the modern architecture blends into old neighborhoods perfectly. You can always find a good restaurant for seafood or bacalhau on the next corner at a low price with a sea view.About the jobWe help companies modernize technology, reimagine processes and transform experiences, so they stay ahead in a fast-changing world. We are looking for a senior content moderator to support our team. The primary purpose is to answer customers' B2C and B2B queries via phone, e-mail, or chat; identify the client's problem; troubleshoot them to find the solution; document each action you take; and categorize cases and possible bugs. In this role, stress resistance is significant. Our client is the most known video streaming platform.Key responsibilities (Paid product):Answering customers' inquiries via phone, e-mail, or chat, identifying the client's problem, troubleshooting them to find the solution, documenting each action you take, and categorizing cases and possible bugs so that the engineering team can address them.Provide general and technical support to customers who use any of the paid products (Premium, Music, super chat, super stickers, movies, shows, or channel memberships).Key responsibilities (Creators):Policy, Safety, and Copyright management (e.g., Understand ads, navigation policy, and copyright guidelines).Troubleshoot different problems (e.g., problems with playing videos, uploading, account & bugs issues, membership issues).Customer Support for monetization purposes (e.g., How to make money & optimize channels).Understand and remain up to date with the client's policies and guidelines.Support with Account and Settings (e.g., Resolve content ID and rights management issues).Required qualifications:Fluency in German and English.At least 12 months of experience in customer support within the Contact center to be considered a senior agent.Knowledge of BPO KPIs: C-SAT (Customer satisfaction); NPS (Net promoter Score); SLAs (Service Level Agreement).What we offer:Competitive salary and performance bonus.Relocation package - Reimbursement up to 2000 euros with the first payslip; Assistance to find accommodations; Bureaucratic support to get NIF and NISS.Health insurance & life insurance & Family plan (spouse/legal partner and children).Meal and WFH allowance.Training and education.Please submit your CV and Cover letter in English.If you have any questions, feel free to get in contact with our recruiter!
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