Customer Service Representative (German, Social Media)

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 maria.metaxa@cbtalents.org